With Vsona’s Orm Solutions Encino Restaurant More Than Waffles Solves Customer Service Issues

PRLog (Press Release) - Jan 07, 2009 -
Encino, CA, VSONA, an ORM (Online Reputation Management) company specializing in ORM for the services sector, was chosen by restaurant More Than Waffles to assist them in managing their ORM. With computers and the Internet dominating every aspect of business these days, many small businesses don’t have the need to utilize them when serving customers. They do however, need an easy way to access the customer ratings/reviews, blogs and websites that are increasingly becoming the source where customers go to post their experiences, good and bad.

Prior to using VSONA’s ORM Management tools, Ika Taft, Owner of More Than Waffles, a busy, popular family restaurant in Encino, California, was in the dark about how to address and manage the restaurant’s online reviews. For Ika, there were pressing issues of how to respond to those reviews, how to market to customers and how to extend her customer service once patrons left the restaurant. Like most service businesses, she is busy attending to the immediate needs of her customers that even if she wanted to, spending time searching the Internet and tracking online reviews and then responding was just not feasible.

“We are very hands on with our customers. When someone comes to the restaurant it’s as if they are coming to my home. If a customer has an issue while in the restaurant I am able to fix it right away, but when the customer left and wrote a review about us online we had no way of knowing that there was a problem. We were losing out on any opportunity to respond, for me it was very frustrating," she states. “I just couldn't keep up with everything, our customers are the key to our business, and they are like an extended family. I knew there were reviews being posted about us, but I had no idea how to manage the process."

“That all that changed when Paul Davidson, CEO of VSONA approached me with a solution. After talking with him about my frustration, it was like a huge weight was released off my chest. He showed me how using RatingsWatcher™ would allow me to see all of the reviews, ratings and mentions in one place. Then by using ProfileBuilder™ it would help me to encourage people to review us and then respond to those customers that had reviewed their experience with us online. It has been wonderful. Feedback is everything when you’re in the customer satisfaction business,” she said. “You don’t have to be on the Internet 24/7 to get all of the information. I can review the reports when I have time and then respond. It helps me to continue to extend that same personal touch that I strive to provide in our restaurant. Having access to this information with VSONA’s tools has been absolutely great for us.”

VSONA’s suite of powerful tools includes:
•RatingsWatcher™: a comprehensive report summarizing the results from ratings/reviews websites as well as provides a Professional Ratings Index™ (average score for your online reputation) for your business.
•ProfileBuilder™: features two key functions to improve your ratings online.
•CompetitorWatcher™: keeps track of your Top 10 competitors.
•Email Marketing: unlimited monthly email marketing service to help you stay connected with your customers.