We already know your hours, platforms, and rating. This is the part only you can answer: your voice, your standards, and what it means to represent your restaurant well.
Ten questions. Five minutes. Nothing generic.
Confidential · Third Shift Ops LLC · Chicago, IL
01 of 05
Your voice.
We're going to write in your name. These two questions tell us how to sound like you.
If your restaurant had a personality, pick the three words that fit best.
Select up to three.
Warm
Bold
Playful
Polished
Casual
Sophisticated
Gritty
Approachable
No-nonsense
Spirited
Elevated
Irreverent
Neighborhood
Premium
What tone should our responses never take?
Select all that feel wrong for your brand.
Corporate
Overly formal
Defensive
Scripted
Overly apologetic
Cold
Preachy
02 of 05
Your guests.
How you think about the people who choose you changes how we write for them.
How should a guest feel after reading one of your responses?
Pick the ones that matter most.
Heard and genuinely appreciated
Reassured the issue will be fixed
Excited to come back
Like they know us personally
Proud to be a regular
What do you call your guests?
Guests
Customers
Regulars
Friends
Other
What do your best regulars love most about you?
Not what you want them to say. What do they actually tell you?
03 of 05
Complaints.
This is where most restaurants lose guests permanently. Your answers here set the guardrails for every difficult response we write.
When a guest leaves a 1 or 2-star review, your instinct is to:
Apologize sincerely and invite them back
Address the specific complaint directly, then invite back
Keep it brief and professional, no over-explanation
Offer a comp or return invitation every time
Depends on the complaint, handle case by case
Do you authorize comps or return invitations in review responses?
Yes, always
Serious complaints only
Case by case
No
Which situations require your personal approval before we respond?
We hold all responses in these categories until you sign off. Select all that apply.
Food safety or illness complaints
Discrimination or bias claims
Legal threats
Media or press inquiries
All negative reviews during first 30 days
None, give us full autonomy
04 of 05
Your story.
One paragraph, in your own words. This becomes the foundation of everything we write for you.
Describe your restaurant to a first-time guest in two sentences.
Not a press release. What you'd say if someone asked you at the bar.
Is there anything about your restaurant, your history, or your standards that would help us communicate on your behalf?
Why you opened, what the name means, what you stand for, what you never compromise on. Your space.
05 of 05
One last thing.
Food safety complaints and legal threats move fast. We need to know how to reach you when something can't wait.
When we flag an urgent situation, how do you want to be reached?
Text
Call
Email
Best number or email for urgent contact:
Who else on your team should we know about?
GM, manager, social lead. Anyone whose name might appear in reviews or who handles guest issues.
That's everything we need.
Your Recovery Playbook will be ready within 48 hours. Pan will be in touch before anything goes live. Nothing gets posted without your approval.