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The Restaurant saves lost customers & revenue

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It is easy to lose a customer over an unvoiced complaint. This presentation shows how the restaurant report can help you retain customers, and keep the revenue they bring.

The Restaurant saves lost customers & revenue

  1. 1. This is Brian<br />
  2. 2. Every month he meets<br />
  3. 3. His Dad<br />
  4. 4. And they go for <br />
  5. 5. A Meal<br />
  6. 6. In their local area<br />
  7. 7. One month they decide to visit...<br />
  8. 8. Joe’s Restaurant<br />
  9. 9. they Loved<br />
  10. 10. the <br />Food<br />
  11. 11. the <br />Service<br />
  12. 12. the <br />Wine<br />
  13. 13. They eat<br />
  14. 14. They eat<br />Appetizer x 2........... €20<br />
  15. 15. They eat<br />Appetizer x 2........... €20<br />Main x 2.................... €40<br />
  16. 16. They eat<br />Appetizer x 2........... €20<br />Main x 2.................... €40<br />Desert x 2................. €20<br />
  17. 17. They eat<br />Appetizer x 2........... €20<br />Main x 2.................... €40<br />Desert x 2................. €20<br />Bottle of wine.......... €15<br />
  18. 18. They eat<br />Appetizer x 2........... €20<br />Main x 2.................... €40<br />Desert x 2................. €20<br />Bottle of wine.......... €15<br />Total Bill.................... €95<br />
  19. 19. Before they leave<br />
  20. 20. Brian visits the bathroom...<br />
  21. 21. He is Severelyunimpressed!<br />
  22. 22. It is very Dirty<br />
  23. 23. And in need of a clean<br />
  24. 24. Brian is a quiet guy<br />
  25. 25. He doesn’t like to cause a “fuss”<br />
  26. 26. They leave... Without a word<br />
  27. 27. He may not have told you<br />
  28. 28. He does however tell...<br />
  29. 29. His Dad<br />
  30. 30. His Friend<br />
  31. 31. His colleague<br />
  32. 32. His Doctor<br />
  33. 33. Pretty much Anyone!<br />
  34. 34. And...<br />
  35. 35. You can be sure that<br />
  36. 36. He won’t be having his monthly father/son meetup<br />
  37. 37. At your restaurant...<br />
  38. 38. What does this mean <br />
  39. 39. In terms of lost revenue?<br />
  40. 40. €95 per month<br />
  41. 41. €95 per month<br />x 12 months<br />
  42. 42. €95 per month<br />x 12 months<br />= €1,140<br /> In lost revenue p.a.<br />
  43. 43. Could things have been <br />Different?<br />
  44. 44. Yes<br />
  45. 45. Had Joe been using<br />
  46. 46.
  47. 47. He could have received feedback <br />
  48. 48. By SMS text!<br />
  49. 49. So quieter people<br />
  50. 50. Like Brian<br />
  51. 51. Could have a voice<br />
  52. 52. Joe could receive the feedback<br />
  53. 53. Instantly<br />
  54. 54. And reply<br />
  55. 55. Instantly<br />
  56. 56. “<br />“<br />Hi Brian, sorry you didn’t find our facilities to your liking today, very sorry indeed, have a free bottle of wine with your next meal here. Joe.<br />From: PP<br />From: Joes<br />Here at Freshways we are feeling in the Christmas mood! For being a loyal customer we are sending you this coupon for a buy 1 get 1 free valid tomorrow. Happy Xmas<br />Hi Brian, sorry you didn’t find our facilities to your liking today, very sorry indeed, have a free coupon for a buy 1 get 1 free valid tomorrow. Happy Xmas<br />Save Reply<br />Save Reply<br />”<br />”<br />
  57. 57. And keep Brian as a customer<br />
  58. 58. Due to the responsiveness<br />
  59. 59. Offered by <br />
  60. 60. Benchmark<br />Communicate<br />Collaborate<br />
  61. 61. Find out more today:<br />Tellmemore@Truenorthmetrics.com<br />Click me!<br />www.TheRestaurantReport.wordpress.com<br />

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