Thursday, July 12, 2007

GUEST TYPE #1— HIGH PROBABILITY OF THIS GUEST RETURNING
Those guests that walk out of your restaurant with a good feeling knowing that they’ve met the restaurant owner/gm and had a good relationship-building conversation with him/her.

GUEST TYPE #2—LOW PROBABILITY OF THIS GUEST RETURNING
Those guests that walk out of your restaurant not having met the owner/gm.

GUEST TYPE #3—ZERO PROBABILITY OF THIS GUEST RETURNING
Those guests that walk out of your restaurant and say, “You know, when the owner/gm came over to our table and quickly said, ‘Is everything okay, we should have told him/her the real truth--the food and service was lousy. We’ll never return and they’ll never know why.”

QUESTION:
So, which guest type do you choose? Obviously, you’ll say the guest type with the high probability of returning. If so, please convert your answer into action. Now, doesn’t this beat discounting and cutting into your food costs and profits?

Posted by jcohen in • Restaurant Marketing
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