The Best of the Best

Wednesday, May 18th, 2011

We’ve always prided ourselves on our ability to offer superior technical and product support to our customers. Our employees have proven over and over again that they are among the best of the best, and our customers say the same. From training to product support, development to sales, absolutely everyone in our organization is critical to our overall success and each and every person has gone above and beyond to make a difference.

“Lynn is very knowledgeable and understanding of the experiences we face with customers.  Once I started working with her I was completely put at ease about having made the right choice with the ReServe’s software.  She is an asset to your company!  Thank you Lynn!”

“Joe and Keith are 1st class employees. You should feel blessed to have them on your team. It is because of the type of service I receive from them that we continue using ReServe and recommending it to people. Another job well done!”

“Beth was very helpful. One question required some more info on her part, so she opted to call me back rather than have me hold. Very prompt in her return call. Super great customer service! Thanks!!!!”

“Leslie is the epitome of both great service and professionalism and I wanted to let you know that as long as she is representing your company I have no doubts that your business will continue to grow and grow.”

“Melanie is a rock star! She is incredibly responsive and an expert at her job. We can’t thank you enough for the great support!”

“Our trainer was very knowledgeable and really took the time to make sure we understood each step in the event life cycle. All our employees have given me positive feedback about their training session and about the capabilities of the ReServe software.”

“The representative I worked with was so helpful and kind. I so appreciated his ability to quickly resolve the issue so that I could get back to my work. I was working for a few hours at home on some things that HAD to be done right away. Thanks again!”

Impressions…

Wednesday, May 4th, 2011

Who doesn’t want to make a good impression? I think it’s innate to who we are as human beings. We want to be liked. In business, it’s all about making a good impression. Good impressions lead to customer satisfaction which leads to repeat business which leads to long-term customer loyalty. The result is recurring revenue and business growth. The challenge is in continuing to make good impressions on your new customers while still wowing your existing customer base.

Ask yourself this – do you offer your guests a meal or a complete experience? Do your customers feel special each and every time they visit? What do you know about your customers? Is it more than their name? Do you gather enough information to make each visit a special event?

Ask yourselves these questions:

1. Does my customer request the same table for every visit?
2. Does my customer request the same reservation time on the same day of every week?
3. Do they always order a specific dish or bottle of wine?
4. Does my customer routinely request the same server?
5. Does my customer celebrate special events like birthdays and anniversaries at my establishment? What special requests are made for those events?

Excellent customer service is a cornerstone for restaurant success. Our customers know this and pride themselves on the service standards they set for themselves. They have the right people in place and they use our Dining Reservation & Table Management software to gather the right guest information at each visit. Then they use that data to provide the level of service that only they can – the service they’re customers have come to expect.

“The ReServe system has improved everything from sales to guest relationships.” – Mike Frampton, The Melting Pot, Sacramento.

In their words…

Friday, March 11th, 2011

“We had initially looked at one of your competitors but felt the ReServe Interactive software met all of our needs. We were also very impressed by your attention to detail in answering all of our questions and setting up the software for us. We love working with a company focused on providing top notch customer service.”  - Sam & Harry’s D.C and The Caucus Room

“Our experience thus far with ReServe, as far as timely support and response, has been nothing short of exemplary, right from sales through to planning and IT.” – Christie Penner – The Charcoal Group of Restaurants

“We are loving ReServe. It has helped us streamline a lot of processes (and waste a lot less paper). We look forward to continuing to learn about everything it has to offer.” – Megan Wilkes – Jupiter Bowl

What our customers are saying…

Friday, January 14th, 2011

“ReServe is by far the BEST reservation/table management software I have ever used. I’ve used many different programs and nothing compares! ReServe can basically run the restaurant for me. I would gladly recommend ReServe to others.”  Rick Roberts, The Melting Pot Tucson

“I have been working on Reserve for 13 years. So with new staff coming on board I set them up with the training and decided to see what was new. It was great for me to learn all the new things that have been added in our updates but never really utilized. My staff really learned a lot and April was a great trainer! Thanks and look forward to the webinars.” Janelle Lembeck, Diablo Country Club

“Our experience thus far with ReServe, as far as timely support and response, has been nothing short of exemplary, right from sales through to planning and IT.  Thank you from our team for making this implementation so painless!” Christie Penner, The Charcoal Group of Restaurants

“We’re in the process of fully integrating the program, and our sales staff has been using the software for about 2 weeks & they’re loving it! I’m so happy to have ReServe, and am looking forward to increasing our revenue in the New Year!” Lily Watson, Sterling Affairs Catering

“As a former Delphi user, I find ReServe to be much easier to use, and I especially like the way the customer contact system works.” Sulema Kiekintveld, Wild Fire Grille

Here’s what our customers are saying…

Thursday, October 14th, 2010

Our customers always say it best. Whether it is software, support or just plain kudos for a job well done, our customers are always willing to share their positive experiences. Without them, there would be no us – so thank you to all of our customers for sharing your thoughts and insight. We appreciate you and your partnership.

“I LOVE the software! I’m not very savvy when it comes to computers, but ReServe is so easy to use! It keeps me very organized, and the time I save allows me to focus on bringing in new business and making sure that our events happen flawlessly.” – Maritza Stabile, Mistral Restaurant & Bar

“Your Tech Support is exemplary!  Always courteous, always informative and always very polite. Thank you!” – Euca Burrows White, Desert Willow Golf Resort

 ”Through customizing the software to installation and training the Reserve team was on property supporting the process from start to finish. This has been one of the most efficient business implementations I have experienced.” – Monica Dorsey, Treasure Island Hotel & Casino

 ”ReServe’s software is a user friendly, easy-to-use, intuitive system that makes sense for our unique business offering.” – Tracy Thornton, Sega GameWorks USA

 ”We found ourselves in need of a new tool that offered flexibility, control and a high level of service and support. Our business model is unique and ReServe not only offered a complimentary and appealing web-based model, they provided all of the benefits of having an in-house solution without the overhead.” – Steve Bentley, Systems Analyst for Gaylord Entertainment

Would you hire a plumber to fix your car?

Thursday, September 30th, 2010

Would you hire a plumber to fix your car? Or a sculptor to build you a house? Then why choose a software solution built by people unfamiliar with the hospitality industry? Sure, they can program software, but can they really speak your language? Do they understand what you do on a daily basis? Is the software designed to meet your needs or does it have pointless bells and whistles that look cool but are of no use to you or your business?

Our guess is you don’t need software that looks the part, but still forces you to remember where information is saved, what needs to happen next and what button means what. Your software should be so simple to use that it makes your life easier, not more difficult. If you’re wasting time trying to figure out what your software does or can do, then your software isn’t doing its job.

Our users drive our product development. They let us know what they need and we find the most effective way to make it happen.  Every feature, every function, is designed and included because it has been requested by an actual user, including members of our own staff who found themselves with a specific need when they were working in the industry.

At ReServe, our team is made up of hospitality industry veterans who, together with some of the technology industry’s brightest professionals, provide our users with a product that is more than a software system. It’s an extra pair of hands, an extension of your staff. We’re passionate about changing the way our customers do business. We want them to be efficient, profitable and, most importantly, able to do their jobs quickly, easily and accurately with software that truly useful.

Our version of an easy button

Thursday, September 9th, 2010

You’ve seen the commercials. Someone presses a big red button, a problem is solved, and you hear the words “That was easy!”

Our products and solutions are different than that of the company that created that now infamous button, but our premise is the same. We make the tough stuff a little less overwhelming and our customers lives a little easier. It’s the catering sales manager who books an event for the first time or the hostess that logs her first dining reservation and thinks (or says aloud if the feeling moves them) “That was easy!” And sometimes it really is the simple act of clicking a button that changes the way they do business.

We’ve done as many as 15 customer case studies over the last few years and the thread that runs through them all is ReServe’s ease of use. At some point in the profile, the customer comments on our software’s ability to make everyday tasks easier.  Here are just a few quotes from our case study library:

“We needed something efficient and easy to use, as well as something that could meet our unique needs within both catering divisions,” explains Jennifer Cleveland, Director of Catering, Harry Caray’s Restaurant Group. “We wanted to successfully manage events using a single system and ReServe’s software has allowed us to do just that.”

“It’s a tremendous time saver and easy to use,” says Lauren Serwitz, Catering Director, Round Hill Country Club. “We’re huge believers in ReServe Interactive, and we love to extol the virtues of ReServe to other clubs.”

“The software is cost-effective, easy-to-use and it has made us a much more productive organization,” says Trina Ashcraft, IT Trainer, Hilton Waikoloa Village.

“I came on board after implementation,” says Paul Pace, Director of Food & Beverage, Treasure Island Hotel & Casino. “And because the system is so user friendly and easy to use, I logged in and taught myself how to use it. I was able to take single and group reservations, make changes to floor plans and update menus within a couple of days.”

We may not have an actual easy button, but what’s better than an actual customer saying the words “That was easy!”?

Surviving or thriving?

Wednesday, August 25th, 2010

Your Catering Sales Manager takes a new job and leaves the company with little notice. As her assistant, your feelings toward her departure are bittersweet. She’s happy about her new position, so you are happy for her, but you will miss her. Above all else, you realize that until a replacement is hired, you are left to do her work as well as your own. After a brief meeting prior to her exit and a lone assessment of the entire situation, which scenario most likely represents your situation?

• Her desk is loaded with file folders, stacks of paper and an avalanche of yellow and pink sticky notes. You know she manages a few things in a computerized spreadsheet, but you can’t seem to find it on her desktop. Her Rolodex, now ages old, is no longer in alphabetical order. This month’s events, a few names and the occasional phone number are scratched onto a dry erase calendar board next to her desk. You know what you need to do on your end because you’ve kept your own stack of file folders and a legal pad with a long to-do list, but now you need to consolidate her information with yours to make sure all the upcoming events are covered and nothing slips through the cracks. You’re overwhelmed and nervous – how will you organize everything and still keep things moving forward?

Or…

• You sit down at her computer and click on the ReServe Anywhere icon. After you log in - Ta-Da! Everything you need to know about this month’s events (as well as any events in the future) is right at your finger tips. You dive in and review the centralized event calendar complete with times and dates, all of your set up, service and labor requirements, menu and pricing information, and a detailed customer database complete with comprehensive contact information for all of your guests. You check the task list, review any follow up reminders and get started. Everything is in order. Every detail has been captured. Nothing is missed. ReServe prompts your next steps so you easily and efficiently keep things moving forward. Everything goes off without a hitch. Job well done!

Our hope is that the first scenario is more of an exaggeration rather than actual truth. However, we know that many catering professionals are dealing with the frustration of paper-based event management.  The second scenario represents where we would like everyone to be – calm, cool and in control.

So, what’s your situation? Are you surviving or thriving?

Survey Says….

Thursday, August 19th, 2010

After a technical support call is received and resolved by our Product and Technical Support Services Team, we send a survey to the customers requesting they rate the quality of the service they received on a scale of 1 to 5, with 5 being Excellent. This is done with every support call logged so that we can continually enhance our internal processes and offer the highest levels of customer service.

We’re happy to share that this past July, 98 percent of customers surveyed gave our support technicians a ranking of 5 when asked about their technical knowledge and helpfulness.

You see, here’s where we do things differently. Our Product and Technical Support Services Team is comprised of technical staff, trainers and data customization specialists. That means many of our customers have the added value of working with the same ReServe team members from the time of initial installation. Certain staff members specialize in specific software modules, and the entire Product and Technical Support Services Team has a keen understanding of the hospitality industry. In addition, through close interaction and ongoing partnership, team members become knowledgeable of the specific operational requirements of each individual customer. What results is a level of service that exceeds industry standards and provides our customers with a unique support experience that keeps them productive, efficient and profitable.

And our customers agree. Here are a couple of quotes from those surveyed in July.

“Always a pleasure working with representatives from Reserve. EXTREMELY helpful and kind (patient!). Thank you for the on-the -spot assistance to my impromptu phone call. You made my day easier.”

“ReServe Representatives have consistently been helpful EVERY time that I have called. I have always received an immediate response as well as a solution.”

Thank you to everyone who participates in our support surveys! As always, it’s a pleasure serving you!

What our customers say for us

Wednesday, June 9th, 2010

We’re very fortunate to have amazing and loyal customers. They work hard every day to successfully manage their businesses and service their guests. They’ve come to us looking for a hospitality management software solution that not only meets their needs, but exceeds their expectations. We work hard to comply.

We like talking about our software with our customers, prospective users and the industry in general. We could go on and on about all of the wonderful things our software does, and all of the amazing features that make managing operation easier than ever, but we’d rather let our customers do it for us. They willingly share their ideas and their suggestions for product enhancements, and they even share their approval. Below is a short list of some of the nice things our customers have to say to us and about us.

After researching several software products, we chose ReServe Interactive because of the focus and attention to detail the software places on booking Events. It will allow us to streamline our processes and serve our customers more efficiently.-  James LaMontagne, Johnny’s Halfshell

ReServe Interactive software has been an integral part of our success. In just six months we were able to nearly double our sales, and have decided to implement ReServe at all of our locations. – Audrey Joyner, BB King’s Blues Club

I just love ReServe. It is so user friendly and I have worked on many different systems and this is the best by far.- Brenda Brandt, Bellamere Winery

ReServe is by far the BEST reservation/TM software I have ever used. I’ve used many different programs and nothing compares! ReServe can basically run the restaurant for me. I would gladly recommend ReServe to others. - Rick Roberts, The Melting Pot – Tucson

The software is great! We love it!- Cathy Jacobson, Bice Ristorante – Orlando

ReServe is still a very slick, easy system. I can get 15 proposals done in ReServe in the same amount of time it used to take me to do one or two.- Lisa Reliford, U.S. Senate and Capital Visitor’s Center

As a former Delphi user, I find ReServe to be much easier to use, and I especially like the way the customer contact system works.-  Sulema Kiekintveld, Wild Fire Grille

I LOVE the software! I’m not very savvy when it comes to computers, but ReServeis so easy to use! It keeps me very organized, and the time I save allows me to focus on bringing in new business and making sure that our events happen flawlessly.- Maritza Stabile, Mistral Restaurant & Bar