Tailwind Customer Cases

3.4 → 4.6 on Google. Six weeks. Two locations

How Maria L. and her team at Lisbon Coffee Group moved their Google rating in under two months — without working any harder.

Industry: Restaurants & cafés

Locations: 2

Country: Portugal

Tailwind products used: Reviews Management, Score, Threads, Customer Engagement

Time on Tailwind: 6 weeks (this case study)

Founder: Maria L., owner

The starting point

Lisbon Coffee Group runs two specialty cafés in central Lisbon — heavy tourist traffic, locals on weekdays, brunch crowd on weekends. Their Google rating was 3.4 across the two locations. Reviews piled up on Yelp and TripAdvisor in five different languages, mostly from tourists. Maria replied when she could, which was about a third of the time.

The rating wasn't fair to the cafés' actual quality — but the rating was what new customers saw.

Maria L.

Owner

I'd open Google Maps and see we were at 3.4 and feel sick. The 1-stars were always the same things — slow service on a busy Saturday, a tourist who didn't know we close at 5. I just couldn't keep up.

What they changed

Week 1
Connected Google, Yelp, TripAdvisor, Apple Maps, and Facebook in Tailwind. Onboarded brand voice from existing reviews and the cafés' Instagram captions.
Week 1–2
Replied to every backlog review (about 180 across both locations) using AI drafts in the relevant language. Maria reviewed the first 30, then started trusting the AI for 5-stars and reviewing the under-4-stars manually.
Week 2
Configured Orders Routing — 1- and 2-star reviews to her duty manager via SMS during service hours. She stopped getting paged during family dinners.
Week 3
Enabled Customer Engagement: post-payment SMS asking for a Google review, sent only to walk-in customers (not delivery), only on a customer's first visit, only if the customer paid by card (so their phone number was on file).
Week 4–6
The new review velocity (~12/week per location) drowned out the old long-tail of negatives. Maria's reply rate hit 100% with no extra time spent.

What happened

Google rating increases 3.4→4.6
across both locations, We handled negative reviews in the background and boosted the positive ones.
Reply rate ~33%→100%
Tailwind automatically replies to all comments — you don’t lose customers.
Average response time 18 hours→47 minutes
We reduced customer message response time — customers can see that they’re valued.
Weekend bookings +18%
Weekend bookings increased correlated with rating climb
Maria’s review-related work ~5 hours/week→~30 minutes/week
The business owner’s job is to focus on growing the business — not spending time replying on social media.

What surprised them

Maria L.

Owner

I thought the AI replies would feel fake. They didn't. The first one I sent was for an Italian tourist who'd left a 4-star review — Tailwind drafted a reply in Italian that sounded exactly like me. He emailed me back to say thanks. I haven't written a review reply manually in three weeks.

What they're doing next

Adding Mentions to track Instagram and TikTok posts about the cafés.

Trying Blog Generator for SEO articles in Portuguese and English.

Considering opening a third location, partly because the reputation work scales.

Ile to kosztuje?

Sprawdź, co zawierają pakiety

Przejmij kontrolę nad swoją reputacją online już dziś
Twoi przyszli klienci już czekają

Wypróbuj pierwszy miesiąc za darmoZacznij w zaledwie 5 minut!

Karta kredytowa nie jest wymagana

FAQ

Proces Tailwind dla branży medycznej korzysta z szablonów uwzględniających HIPAA i ogranicza, które pola mogą być przywoływane w odpowiedziach. Podpisujemy umowy BAA w planach Growth i Scale. Skontaktuj się z nami przed startem, aby omówić szczegóły Twojej konfiguracji.

Masz pytania?Chętnie pomożemy

Skontaktuj się z zespołem sprzedaży

Bez botów i automatycznych odpowiedzi — zadaj pytanie i szybko otrzymaj odpowiedź od prawdziwej osoby.

Other cases

Lisbon Coffee Group

3.4 → 4.6 on Google in 6 weeks

Lisbon, Portugal🇵🇹

Costa Rica Boutique Hotel

TripAdvisor #14 → #3 in 5 months

Costa Rica🇨🇷

Dubai Dental Group

3.8 → 4.6 across 4 clinics

Dubai, UAE🇦🇪

Texas Plumbing Co.

4.2 → 4.7 + 2 extra jobs/week

Texas, USA🇺🇸

iOS Productivity App

4.1 → 4.6 + 30% install rate recovery

USA🇺🇸

Dodaj firmę do AI

Spraw, by ChatGPT, Gemini, Perplexity i wyszukiwanie AI znały i polecały Twoją firmę.

Reviews management

Every review, every platform, one inbox.

Monitor reputation & respond

We monitor your online reputation, respond to comments promptly, and help build trust with your audience. Maintain a strong brand image and create a positive experience for your customers.

Tailwind Score

Your reputation as one number you can actually track.

Transparent business statistics

Transparent business statistics give you clear insights into performance, customer activity, and growth. Track key metrics in real time and make informed decisions with complete confidence.

New

Threads

Multi-step conversations with reviewers, not just one-and-done replies.

Find clients on Threads & grow sales

Find new clients on Threads and turn engagement into real sales. Reach your target audience, grow brand awareness, and increase conversions with effective social media strategies.

New

LLM Monitor

Show up when customers ask Claude, ChatGPT, Gemini, Copilot or Perplexity for a recommendation.

Rank top in LLM search

Rank higher in LLM search results and increase your brand visibility across AI-powered platforms. Optimize your online presence to attract more traffic, leads, and potential customers.

Orders analytics

Send the angry review to the right person before it goes public.

Analyze orders & top products

Analyze orders and identify your top-performing products with detailed insights and real-time analytics. Track sales trends, understand customer demand, and make smarter business decisions.

Grow public rating

Send the angry review to the right person before it goes public.

Boost positive reviews & handle negatives

Boost positive reviews and respond to negative feedback with confidence. Strengthen your online reputation, improve customer trust, and turn feedback into business growth opportunities.

Online Mentions

Catch every time someone talks about your brand — even where you don't have a profile.

Find opportunities in

Find new business opportunities in social posts and turn conversations into valuable leads. Discover customer needs, track trends, and engage with the right audience at the right time.

SEO Generators

Long-form content that ranks for the keywords your customers actually search.

Boost SEO & organic traffic

Boost SEO performance and increase organic traffic to your website. Improve search visibility, attract high-quality visitors, and grow your audience through smarter content optimization.

Soon

AI Assistant

A 24/7 assistant that answers customer questions about your business.

Launch online support & cut costs

Launch efficient online support to improve customer experience and reduce operational costs. Automate routine inquiries, speed up response times, and scale your service without increasing expenses.

Soon

Customer engagement

Turn happy customers into reviewers, returners, and referrers.

Boost SEO & attract new customers

We help boost your website's SEO rankings and attract new organic customers at no cost. Improve visibility, grow traffic, and reach the right audience more effectively.

Zapisz się do naszego newslettera

Wysyłamy przydatne materiały raz w miesiącu, wraz z informacjami o zniżkach i ofertach specjalnych. Żadnego codziennego spamu

Jak wypisać się z listy mailingowej?

Lub obserwuj nas w mediach społecznościowych

Poland

English (United States)

🇺🇸 US Headquarters

1650 W Digital, UT Lehi 84043 Contact sales: 801.438.4425

🇪🇺 EU Headquarters

Level 3, Queen and Collins, 100 Queen Street VIC Melbourne 3000

Sitemap Terms & Conditions Privacy Vulnerability Policy Do Not Sell or Share My Personal Information