How to Balance Customer Retention with Customer Loyalty

Finding New Restaurant Customers vs. Retaining Loyal Ones

Attracting New Customers vs. Nurturing Loyalty

Once your restaurant is up and running – after the first marketing push, through the launch, and on into steady business – the focus of your advertising should constantly be changing. Whereas once every customer was a new customer, now you are welcoming regulars: repeat customers for whom your restaurant is a home away from home. The question is, at this enviable point, do you continue to invest in trying to attract new customers, or do you focus on maintaining your loyal diners. Or both.

New Customers First

According to LoyalMarketing.com, in an article entitled, “Customer Acquisition vs Customer Retention,” it costs six to seven times more to acquire a new customer than it does to retain an existing one, yet customer acquisition is still the primary focus of most businesses in general, and restaurants in particular. Loyal customers, and their repeat business, are the cornerstone+ of long-term success because it is so expensive to find new customers. Nonetheless, if expansion and growth are a goal – and of course they are – new business must be a top priority. To continue to grow your business you’re going to need more people frequenting your restaurant – and lots of them. Although you want to maintain a relationship with your existing customers, it will always be important to bring in fresh business in the form of new customers.

Continue reading How to Balance Customer Retention with Customer Loyalty

Follow these Steps to Handle Customer Complaints Productively and Effectively

Last updated on September 13th, 2017

Handling Customer Complaints to Everyone’s Satisfaction

Handling Customer Complaints

Just about everyone working in the food service industry – restaurant owners, caterers, chefs – will at some point have to deal with unhappy customers. Customer complaints are an inevitable part of running a food-related business and the quicker you learn how to handle them, the better off you will be. Complaints are a double-edged sword: They are hard to hear (often downright painful, depending on the tone and attitude), but they can be instructive and helpful if addressed the right way. The way you relate to both the complainer and the complaint can make a big difference moving forward – for you and your business.

Customer complaints are a common thorn in the side of many business people (not just restaurateurs), as Forbes discusses in its article, “7 Steps For Dealing With Angry Customers.” But, although this type of guide can be helpful, we want to deal specifically with the food industry because the issues are unique. The National Restaurant Association addresses the sensitive subject at length, and all restaurant owners and professional caterers will benefit from checking out their advice.

Continue reading Follow these Steps to Handle Customer Complaints Productively and Effectively