“I was hesitant at first to work with Merchant Centric – we run a brand that is anti-Yelp – anti-review, and frankly we thought we could handle our business ourselves. But I do know that at the end of the day, guest satisfaction is king, and guest recovery is critical to long term success. We want every guest to leave Dick’s Last Resort with a lifetime memory. Responding to guests who love us is just as important as with the guests we might miss the mark. You win when you focus – and we have seen a measurable increase in our overall review scores which is now translating into higher sales and profit. Merchant Centric has been key to helping us in this endeavor. This tool is the new TRUE measure of guest satisfaction. Who has time to answer a survey? No one. Who has time to write a review – passionate brand fans and those who we piss off. Merchant Centric ensures that no guest is left behind in recognizing their feedback."