Restaurants need to "return customers" but also need to return customers. But how to make the first repeat customers turn into repeat customers? Employees need to be cultivated, and repeat customers also need to be cultivated.

To cultivate loyal repeat customers, restaurants need to do every step from the time the customer enters the door to when they leave. It is more effective than all your discount activities.

ONE

Into the door: greeting customers from the details

80% of the business will be successful when customers come. In terms of customer service, 80% of success is to treat customers as if they were from their own homes.

The welcoming service of many restaurants is very modular: the security is to open the door for the customer, and the lady Yingmen bends down as soon as the customer enters the door: Welcome. So what should I do to satisfy customers?

Many people have become impatient in their hurried work, and are fond of forgetting about things. Sometimes customers who take a taxi leave their things in the car. Then the security has multiple tasks: write down the license plate number of the taxi and the driver's phone number.

If the customer hasn't left anything, that saves trouble. If you drop something and run out as soon as you go in, but the rental has already gone, customers are rushing around in a hurry. Upon seeing the plane, the security guard said: "Sir (Miss), don't worry, I have written down his phone number and license plate number, and I will get it back for you immediately. The customer must be very grateful after the recovery.

But you have to say, why didn't the security remind the customer first?

Because some customers bother you with troubles, you can't treat me as a fool, so I'm so mindless. Besides, he would be even more moved if he came back in this way.

How to create differentiated catering services to retain new customers and repeat customers?

A customer waited for 30 or 40 seconds, but often felt that they had been waiting for 3 or 4 minutes. When ignored, you will feel that the time is very slow, and instant greetings will reduce the pressure of customers due to waiting. Friendly greetings can help customers relax their psychological pressure in an unfamiliar environment and make the service work smoothly.

So a friendly greeting can make customers feel that he is welcome.

TWO

Order: take the initiative to save money for customers

If you go to a restaurant to eat, the waiter asks you to order, and he will always suggest to the side: Sir, you order this dish, this is our signature dish, that is our town’s dish, and that dish is heirloom dish. Every dish is expensive when you look at it. The waiter's face doesn't look good unless you order it. Will the customer come again?

It's not bad if you don't think this is a black shop! To cultivate repeat customers, we must understand empathy and take the initiative to save money for customers.

The waiters in many restaurants in Guangzhou do this very well: when ordering, the waiters do not blindly recommend expensive dishes, but recommend dishes based on the number of customers. For example, if there are only three customers, the orderer will say, "Our restaurant has a lot of dishes. Three dishes are enough for you, and if you have more, it will be wasted." At the same time, the customer will also be hinted to look at other table customers. The dishes proved that she was right. When the customer heard that the service was very considerate, they would still come next time.

Although this kind of behavior seems to be a loss of income, it is precisely to cultivate repeat customers, and there is a long flow of water.

THREE

Cue Cai: Fry the spoon faster and run more frequently

Urging food is inevitable during the peak period of restaurants. Fast-paced life and work require restaurants to serve food quickly. If you are a little slower, the customer will be upset. Although he is satisfied with what you do when you enter the door, sit in a seat, and order food, he is not satisfied with this point.

There is a restaurant where business is not so good, because the food is slow. Later, the owner of the restaurant thought of a way and set up a sign at the entrance of the restaurant. If the food was served for more than a few minutes, it would be discounted or free of order. As soon as this practice came out, customers felt very curious and would wait for the food to be served. And because the service and dishes are very good, it became popular all at once, and now many well-known restaurants have this setting.

The waiter runs fast, and the back cook stirs the spoon faster. This is speed, this is efficiency, and this is saving time for customers. What else are customers dissatisfied with?

FOUR

Serve: Let customers have fun

A pleasant dining environment can make customers more satisfied with the food. So how to make customers happy?

As far as the store is concerned, consumers may be "first repeat customers" or "repeat customers". To occupy the market, we must attract "first repeat customers"; "repeat customers" all start with "first repeat customers". Without "first repeat customers", it means there is no "repeat customers"; but "first repeat customers" may not be able to Become a "repeat customer".

Everyone likes to hear sincere compliments from others. Spending a few seconds to say compliments to customers can effectively increase mutual friendship with customers. Let yourself develop the habit of praise, and your relationship will quickly change. Establish a harmonious and pleasant atmosphere of service and being served with customers.

The waiter's humorous and witty language can also make customers feel happy, such as the name of the dish and the toast song. These are far more useful and practical than in some restaurants asking the waiter to inexplicably recite slogans in front of customers, saying that the customer is first.

FIVE

Dining

Make customers feel convenient

"Convenience" is a huge market, and only through this market can we open up customer sources. When guests dine, pay attention to the guests’ dining dynamics, catch the guests’ body language in time, that is, the guest’s demand information, keenly discover the guests’ tiny movements, and provide services to the guests in time to facilitate normal use of the guests.

Such as: help guests pack, take hot and cold towels, provide lighters, park and wash the car, buy film, birthday cakes, emergency medicines, cigarette sales services, etc.

Many restaurants can't do this. Customers waved for a long time and called several waiters, but in the end no one came to help. With such service, who would have a good impression of the restaurant?

SIX

Pay the bill

Don't be stingy with a dollar

At many restaurants, the cashier will give you a discount or wipe out the odds if you don’t need an invoice. Generally speaking, customers are willing to not ask for invoices. But some restaurants just want to care about that dollar.

A customer had to check out after having a meal in a restaurant. The waitress calculated that the cost was 101 yuan.

The customer said: "Look, I don't have a dollar, or maybe 100 yuan. I've been here three times, and I'm a frequent visitor to you."

"Sorry sir, I can't call the shots. If you don't pay one dollar, I have to post one dollar." The waitress was very firm.

This gentleman had no choice but to give two hundred yuan, but he just got 99 yuan back. He never went to that restaurant again.

SEVEN

Sending off for the customer wholeheartedly

It rained heavily all day. Customers who have finished their meal in the restaurant are waiting to leave, but the rain is so heavy that if you ask for a rental, they will be drenched. How can this be done? Seeing some anxious customers at the door, the service manager immediately went over to ask about the situation. After that, he called several waiters, each took an umbrella, and put each customer who was leaving into the taxi that had already been called.

Five other customers said they wanted to catch a bus. The service manager and several waiters didn't say a word, and took them to the nearest bus stop under an umbrella, and didn't leave until they watched getting on the bus. At this time their clothes were soaked, because the umbrella was always leaning towards customers, and most of their bodies were being poured by the rain.

Believe that such a service, no customers are not moved, right? Sincere mutual help and mutual assistance can naturally win the gratitude of customers and win "turning back".