Is your restaurant a revolving door?
Ever feel like you’re running a restaurant for ghosts? You see new faces every night, but those same faces rarely seem to reappear. It’s a frustrating reality for many restaurant owners, and it signals a serious customer retention problem. A 2014 study by Thanx revealed a shocking truth: a whopping 70% of restaurant customers are one-time wonders. They dine with you once and then vanish like the last slice of cheesecake. This lack of customer loyalty can significantly impact your bottom line.
What’s making these diners disappear?
Running a restaurant is like hosting a party every single night. And just like any good party, it’s not just about the food. Here’s why your guests might not be RSVPing for a return visit, contributing to poor restaurant customer retention:
- The “Meh” Factor: Sure, your pasta primavera might be divine, but in today’s world, delicious food is just the starting point. To improve restaurant customer retention, you need to create an experience—think friendly smiles, a cozy atmosphere, and attentive service without being overbearing. This contributes to a positive restaurant customer experience.
- Feeling Like a Number: Nobody likes to feel like just another order ticket. Generic marketing emails and impersonal service can leave your guests feeling unappreciated and forgotten. This is where effective restaurant marketing strategies, focused on personalization, come into play.
- The Sound of Silence: Are you listening to your diners? Ignoring feedback, whether a complaint about a cold dish or a suggestion for a new cocktail, can make customers feel like their voices don’t matter.
- The New Kid on the Block: Let’s face it, the restaurant scene is a jungle! New places are constantly popping up, tempting your customers with shiny new menus and Instagram-worthy decor.
Turning Tables into Loyal Fans: How to Get Repeat Customers for Restaurants
Ready to break the cycle and build a loyal following? Here’s how to get repeat customers for restaurants and transform your establishment from a one-night stand to a long-term love affair:
- Roll Out the Red Carpet: Treat every diner like a VIP. Train your staff to go above and beyond, create an atmosphere that feels like a home away from home, and make sure every guest feels welcomed and valued. A positive customer experience is key to encouraging repeat visits.
- Remember Their Names (and Their Favorite Dish): Invest in a CRM system to gather those golden nuggets of customer information. Use it to send personalized messages, offer birthday treats, and recommend dishes they’ll adore.
- Feedback is Your Friend: Encourage feedback through online reviews, surveys, and good old-fashioned conversations. Show your customers you’re listening by responding to their comments and making changes based on their suggestions.
- Woo Them Online: Your online presence is your digital storefront. Engage with your followers on social media, respond to online reviews (the good and the not-so-good), and ensure your website is up-to-date and easy to navigate.
- The VIP Treatment: Create a loyalty program that rewards your regulars with exclusive perks, discounts, and sneak peeks at new menu items. Make them feel like the stars they are!
From First Date to Forever Customers
By creating a memorable experience, personalizing interactions, and actively listening to your diners, you can transform your restaurant from a fleeting memory into a cherished favorite. This is how you truly improve customer retention in the restaurant industry.
Want to dive deeper into the secrets of personalized restaurant marketing? Check out this insightful Forbes.com article by Milagro founder and CEO, Hamed Mazrouei: Marketing Automation Tech: Using Customer Data For Restaurant Revenue Growth
