Keeping restaurant guests: These mistakes cost you regulars.
You keep restaurant guests coming back when you ask for their contact, write useful messages and follow up early. Here are the five most common mistakes.
Which mistakes stop restaurant guests from coming back?
Restaurants that want to keep guests usually make five mistakes: they don't ask for contact details after the visit, only get in touch for promotions, wait too long, send everyone the same thing and chase confirmations by phone. The tips below are experience and recommendations, not a study.
| mistakes | Better |
|---|---|
| No contact from the guest | Kindly ask for contact details during the visit |
| Only sending promotions | Also share useful news, like a new menu or free tables |
| Getting in touch too late | Write shortly after the visit or reservation |
| Everyone gets the same thing | Talk to regulars differently than to new guests |
| Calling to follow up by hand | Set up confirmation and reminders |
How do you get your guests' contact details without being pushy?
Ask guests for their contact details exactly when they're happy: when paying or saying goodbye. Say in one sentence what it's for, for example free tables or the new menu. A small sign on the table or at the till with a QR code means your team doesn't have to explain it every time. What matters is that the guest agrees themselves. We recommend only messaging guests who have agreed.
What should you write to guests so they don't feel annoyed?
Only write when the guest gets something out of it: a table has opened up, the seasonal menu starts or you say thank you after the visit. Keep every message short, with one point and one action. One promotion a week is usually enough; that's a rule of thumb, not a fixed number. If you send a discount every day, you'll quickly get muted.
When is the best time for the first message after a visit?
Usually the next day, while the evening is still fresh in their mind. Briefly ask how they enjoyed the food and invite them back. For reservations, a reminder the day before helps keep fewer tables empty. This is a recommendation from practice and depends on your restaurant. Try a fixed time for two weeks and see how guests respond.
How does follow-up work with SmartChat, without calling guests?
With SmartChat, follow-ups keep sending automatically after confirmation, without any follow-up calls. Guests sign up through a landing page or a QR code and confirm on WhatsApp. After that, messages run on their own, and your promotions go out as a WhatsApp newsletter to everyone who agreed. To unsubscribe, guests write STOP. You'll find more about your industry at restaurants.
What can't the system do?
SmartChat only sends via WhatsApp, not by email or SMS. One number belongs to one account. Messages outside an ongoing conversation only go out as a template approved by Meta. The best text doesn't replace a great evening at the restaurant: loyalty starts at the table.
Frequently asked questions about retaining guests.
How often can a restaurant message its guests?
There's no fixed number. From experience, one message a week is usually enough, and only if it's useful for the guest.
When do I ask guests for their contact details?
Ideally when they pay, while the guest is happy. Briefly say what you'll use it for.
Should guests agree before I message them?
We clearly recommend it. Only message guests who have agreed. For legal questions, get advice.
What's the most common mistake in keeping guests?
Not following up after the visit at all. Without contact details, you can't invite the guest back.
Do I have to message every guest myself after their visit?
No. In SmartChat, follow-ups keep sending automatically after confirmation.
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Last updated: By SmartChat Team