How to Create Repeat Customers - Restaurants & Retailers

Customer service has become significantly more and more important when it comes to restaurants and retailers.  More people are deciding to cook at home and eating out less.  This is the sad truth in today's economic climate.  However, restuarants and retailers can take on this challenge head on and use it to tighten up their product and service.  We have found that even more challenging is getting someone to try a new place for the first time and have them come back.  For restaurants this is key, since it's all about the return customer.   The obvious question then is: what factors create a return customer?

1. Sex Sells

The reality is that sex sells.  Let’s face it, you would much rather have some 20 year old bombshell refilling your water glass any day.  Nowhere is this more prevalent than in sunny Los Angele where this is the norm.  Where everyone is what I like to call a “slash” (waiter slash actor slash model slash bartender slash…).  So that’s pointer number one, hire hotness.  Now as a woman I know you're probably shunning me, but ladies, this goes both ways.  In fact I was just at a new SBE restuarant and we had a gorgeous waitor and I have to say, it made the dining experience just a little more fun.

2. Knowledge is power

However, as much as a pretty face helps to sell anything, if there is nothing behind it, a customer can easily be turned off.  Your staff should know the menu backwards and forwards,  and be able not only to offer great suggestions, but also what components are in each and every dish.  There is nothing better than a great recommendation from someone on the inside.  This is also a great way to sell specials which most restaurants charge a few extra dollars for anyways, as well as a great way to up sell add ons such as another drink or that desert.  In the end it all adds up and adds to your bottom line.

Staff should have knowledge about other things ancillary to the meal as well.  For example, a great local music spot, or a movie theater in the area.  Their knowledge adds value to your customer which, in addition to providing a great product or service, will incentivize them to come back.

3. Make it about them

An attractive and knowledgeable staff is important, but, one of the best ways to get your customers coming back from more is to make them feel important.  Ego is the easiest way to connect with your customer and again it’s FREE!  Have your staff learn the names of their clients and use it throughout the dining experience.  There is no better way to make a customer feel important.  They will get to know you and your staff which means they have connected with more than just the food and the ambiance.

Use these few tips and you will help generate repeat business.  Repeat business is the foundation of a lasting restaurant.

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