🦓 The Pro's Weekly Report

Week of March 9 - 15, 2026 | 🚨 First Escalation & ☎️ Phone System Resurfaces

📊 Weekly Scorecard

Total Conversations
2
↓ 71% vs last week (7)
NPS Score
-50
↓ from 0 last week
Escalations
1
↑ from 0 last week
Phone System Issues
1
↑ from 0 last week
NPS Calculation: Based on sentiment analysis of 2 conversations — 0 Promoters, 1 Passive (info request), 1 Detractor (frustrated customer unable to reach restaurant by phone, required escalation). NPS = (0/2 - 1/2) × 100 = -50. Lowest volume week since launch with just 2 conversations. The single escalation involved phone system failure and a stranded customer.

🚨 Escalations This Week: 1

🔴 Darcy Leschly — Urgent Reservation Modification

Customer had a reservation for the evening of March 10 but was stranded in Palm Springs due to mechanical flight issues. Needed to modify reservation timing. Called 650-899-7686 multiple times — phone not answering / line disconnected.

Customer quotes:

  • "I'm currently stuck in Palm Springs as my flight has mechanical issues and there are no seats to SFO available. I need to push back to 7pm."
  • "They didn't answer and the phone disconnected"
  • "No one is answering the phone."
  • "The problem now is my flight has been pushed back again until 4pm"

Contact: Darcy@leschly.com | +16466627400 | Escalated to management for follow-up

📌 Notable Items

☎️ Phone System Failure Returns
Customer tried calling 650-899-7686 multiple times — no answer and line disconnected. This is the same phone issue tracked since late January that appeared resolved last week.
Phone reliability remains a critical issue for reservation management and customer experience.
❓ Brand Discovery Continues
"Tell me about The Pro!" — Another customer discovering the venue, received full overview of concept, history, and Andrew Luck partnership.
Organic brand curiosity remains consistent week-over-week.

📈 Conversation Themes

📅 Reservation Management

Conversations 1 (50%)
vs Last Week New theme — modification + escalation

❓ Information Requests

Conversations 1 (50%)
vs Last Week — same as last week (2 convos)

☎️ Phone System Issues

Conversations 1 (50%)
vs Last Week ↑ from 0 — Issue resurfaced

💯 NPS Analysis

Net Promoter Score

-50

Based on sentiment analysis of 2 conversations

0
Promoters
1
Passives
1
Detractors

😀 Promoter Signals

  • No promoter signals this week. The info request conversation was a neutral inquiry with no explicit positive sentiment beyond curiosity.

😐 Passive Signals

  • "Tell me about The Pro!" — Routine information request. Customer received a comprehensive overview but did not express any strong sentiment.

😟 Detractor Signals

  • Darcy Leschly: Frustrated customer stranded due to flight issues, unable to reach restaurant by phone despite multiple attempts. Phone "disconnected" and "no one is answering." Required escalation for a routine reservation modification that should have been handled by a quick phone call.

⭐ Weekly Highlights

🌟 What's Working

  • Escalation System Worked: When the phone failed, the text channel successfully captured the customer's issue and escalated to management with full context, contact info, and conversation history.
  • Brand Discovery Continues: "Tell me about The Pro!" shows ongoing organic interest. Clark the zebra delivered an engaging, comprehensive overview.
  • Text as Backup Channel: Darcy's situation demonstrates the value of the text channel — when phone lines fail, customers can still reach the business and get escalated.

⚠️ Areas for Improvement

  • Phone System Unreliable (Again): After a clean week, phone issues resurfaced. Customer called multiple times — line not answering and disconnecting. This has been flagged since late January and remains unresolved.
  • Record-Low Volume: Just 2 conversations is the lowest week since launch — down 71% from last week (7) and continuing a steep decline from 37 three weeks ago.
  • Reservation Modification Gap: The initial response directed Darcy to call the restaurant rather than offering to help directly. Two hours passed before escalation was triggered, during which the customer's flight situation changed.
  • March Madness Prep: Tournament started 3/17 (next week). No sports viewing conversations this week — an opportunity to proactively promote The Pro as a March Madness destination.

💬 Notable Conversations

Escalation & Phone Issues

"I'm currently stuck in Palm Springs as my flight has mechanical issues and there are no seats to SFO available. I need to push back to 7pm for now in case my flight gets fixed."
🚨 Escalation Darcy Leschly — Mar 10
"They didn't answer and the phone disconnected"
☎️ Phone Failure Darcy Leschly — Mar 10
"No one is answering the phone."
☎️ Phone Failure Darcy Leschly — Mar 10 (2 hrs later)

Brand Discovery

"Tell me about The Pro!"
❓ Discovery Full venue overview provided — Mar 15

🎯 Priority Actions

📋 Action Items — Ranked by Urgency

1
Fix Phone System Reliability (CRITICAL) The 650-899-7686 line failed again this week — not answering and disconnecting. A customer with an urgent reservation change was unable to reach the restaurant despite multiple attempts over 2+ hours. This issue has persisted since late January. Investigate phone system, ensure voicemail or callback options are available during service hours.
2
Follow Up with Darcy Leschly Confirm that management contacted Darcy at Darcy@leschly.com regarding the reservation modification on March 10. Ensure the customer experience was recovered after the phone failure.
3
Prepare for March Madness (Starts 3/17) The NCAA tournament begins next week. Promote The Pro as a viewing destination — update TV schedule availability, consider proactive messaging to past sports-viewing customers, and ensure staff is ready for increased sports-related traffic.
4
Investigate Conversation Volume Decline Volume has dropped from 37 → 20 → 7 → 2 over four weeks. Determine whether this reflects seasonal patterns, reduced SMS marketing, or disengagement. Consider whether the text channel needs promotion or if traffic has shifted to other channels.