Post Release
Get Content
Email News Brief
Saved Articles
Advertising
Handheld
XML/RSS
 |
Turning First-time Customers Into Regulars - By Ken Burgin |
|---|
|
|
Good stuff. Except #7
Mr. Burgin makes sense throughout most of his commentary. It is always best to probe our guests ever so gently in order to gain the necessary info to enhance thier experience. Indeed, a dose of local info is always great, short descriptions that do not sound rehearsed are very effective. And of course employing a staff that has been properly trained to LISTEN to their tables is paramount. However, I beleive that we should encase all of this within the four walls of the restaurant. I beleive that in this day of intrusive e-mails, mass mailings to selected zip codes, and other such tactics, that the modern guest does not want a postcard or thank you card. Great service, genuine care & respect for thier time/money, and a dynamite personality shows the proper amount of "thank you" for their patronage and is enough to bring them back time and again. We push our luck by breaking that delicate veil that separates our social and personal life we then run the risk of intruding where we shouldn't. Besides, forcing a server or manager to push out a staack of thank yous is somewhat hypocritical. However, if a guest ASKS about a mailing list or newsletter, then by all means build your data base. But one question: Whatever happened to the days when we could remember on our own someone's name, favorite drink or wine, or favorite song without a data base? Where are the floor managers/GMs/bartenders that still practice the fine art of chit chat and human to human interaction with our guests? Let's keep our distance unitl we are invited in. 2007-11-05 Franco D\'Amico |
 |
|
|
|
Great ideas
Liked everything I read including #7. I work at a front desk in a seasonal resort town. Now that it has slowed down, what would the harm be if I randomly chose 50 guests that stayed that month and send them a postcard with a picture of our town and just a small note that we wish them well and hope they return? I think it would be the unexpected and may just prompt a phone call to book a return visit. Thanks for helping me think of contacting the customers with an unexpected way to communicate with them. Thanks again! 2007-11-07 Pat G |
|
|
|
|
|
Postcards and permission
Both writers make good points. Postcards of the tourist variety are so inexpensive now - a few cents each. 2007-11-07 Ken Burgin |
|
|
|
|
|
turning first time customers into regulars.
I think all of the points made are great. I also think though that everything is about the experience, and that includes you, as the host/concierge/etc. 2007-11-09 gunther |
|
|
|
|
|
Important Points
When we get good treatment from somes potential restaurant snack shop, any dinning places, firstly attractive to us with environment, interior decor, sense of nature, style of culture, all of those are we can receive direct effective to our mind then after offer of menu, explanation of introducer who is waitstaff, how they take care about their menu, their image, and to us. Before food deliver times of duration of food can serve fast or over due time, how they can order waiting apetizer items etc; they provide unplug music or some attractive arrangement, it can be change of our mind for a while, upon food delivering, how they serve , we can observe, every in a second, we can receive their services and we can decide positively or negatively. 2007-11-20 Honey Thazin Aung |
|
|
|
|
|
Important Points
When we get good treatment from somes potential restaurant snack shop, any dinning places, firstly attractive to us with environment, interior decor, sense of nature, style of culture, all of those are we can receive direct effective to our mind then after offer of menu, explanation of introducer who is waitstaff, how they take care about their menu, their image, and to us. Before food deliver times of duration of food can serve fast or over due time, how they can order waiting apetizer items etc; they provide unplug music or some attractive arrangement, it can be change of our mind for a while, upon food delivering, how they serve , we can observe, every in a second, we can receive their services and we can decide positively or negatively. 2007-11-20 Honey Thazin Aung |
|
|
|
|
