Junction Kitchen & Provisions: Using online reviews to make better biscuits

Turns out, the secrets to making better biscuits and gravy can be found on online review sites. You just have to know where to look.

Kimana Littleflower was religious about monitoring and responding to online reviews for her South Carolina restaurant, Junction Kitchen & Provisions, on popular consumer sites like YelpGoogle, and Facebook. She was doing well, keeping her star ratings around 4-5 stars, which makes a huge impact on a small business. But then she noticed an anomaly — a handful of complaints about the biscuits and gravy being dry.

Looking for help setting your local business apart from the crowd? Reputation management software can help take your online presence to the next level. Get a free demo today.

Now, if you’ve ever been to the southern U.S., you know that biscuits and gravy are serious business, so this was not a trivial matter. What could account for the sudden wave of less-than-stellar feedback about a specific menu item? Kimana took the question to her prep cook and learned that a subtle change in process — adding butter at a different temperature — was changing how the dough raised. Easy fix.

Small businesses win or wither on their ability to consistently deliver a unique and high-touch experience that larger competitors can’t replicate. Hence, Kimana’s menu includes memorable “eclectic American” dishes like house-made tomato jam, cactus braised pork or portobello tacos, and the “Buzzed Doughnut” — a sweet sandwich with coffee-rubbed bacon, an over-easy egg, and a side of coffee-mocha dipping sauce.

When one of those dishes loses its luster, it’s important to discover why so customers don’t go elsewhere. A healthy bottom line depends on it.

“We’re located about four miles from the airport, so we get a lot of travelers looking for a local breakfast joint instead of a big chain like Denny’s or Waffle House,” Kimana says. “In addition to tourists, we attract the hipster crowd, little old ladies, regular locals, and barflies.

“They all come here for something original and different, and we do a nice job of delivering on what they want. Our staff is small — only about 10 people — but we’re all committed to offering a new twist on southern comfort food.”

Like most small business owners, Kimana puts most of her time and energy into delivering a great product and customer experience. So, she uses Womply to streamline the process of monitoring and responding to online reviews by receiving alerts when a review is posted and responding to reviews from multiple sites from a single place.

“I really try to stay on top of my reviews by acknowledging positive reviews and responding to the occasional negative one,” she says. “You have to take it all in stride and learn from it.”

That model is working for Junction Kitchen & Provisions, and it’s the new template for running a successful small business in the age of online reviews. If you’re in the Charleston, South Carolina area, be sure to stop at Kimana’s restaurant for a Monte Cristo sandwich, cornmeal fried catfish, glass of pinot noir, or of course, the famous biscuits and gravy (with sausage or mushroom gravy).

If you’re a small business owner, request a demo to see how Womply can help protect your online business reputation so you can attract more customers.


How to find the best credit card processor for your small business

In this 5-minute read: How to determine the best credit card processor for your unique needs Flat rate vs. “interchange […]

Read More

The PPP is being extended! New application deadline is August 8, 2020

In this 2-minute read: The PPP application deadline is being extended to 8/8/2020 No other rules have been changed The […]

Read More

How much do local businesses like supermarkets, restaurants, bars, and more make during the 4th of July?

In this article: Do local businesses make more money on the 4th of July? The day before the 4th is […]

Read More

What are some alternative ways to accept credit cards?

In this 5-minute read: PayPal Etsy and eBay Cash advances Alternatives to traditional credit card processing Why you should consider […]

Read More

Top 5 ways payments has changed in the last 10 years

In this 7-minute read: Top payments innovators and disruptors over the past decade Square, Stripe, etc. EMV/chip card adoption in […]

Read More

Credit card processing fees: what small businesses need to know

In this 9-minute read: What things affect credit card processing fees? What types of fees and rates are available to […]

Read More

See why Womply is the #1 marketing and CRM solution used by 450,000+ businesses.

By submitting this form you agree to Womply’s Services Agreement