Attracting new customers is great, but getting them back is even better! A loyal customer is someone who comes back regularly, spends more and becomes a true ambassador for your restaurant. However, many restaurant owners put all their energy into attracting people without fully exploiting those who have already come. And that's a shame, because retaining a customer is much cheaper than winning over a new one.
So how do you make your customers want to come back again and again? Here are four essential levers to turn your visitors into regulars.
Offer a smooth and pleasant experience
As soon as a customer pushes the door of your restaurant, their feelings play a key role. A long wait, a bad order or a disorganized service... and you may never see him again. Today, people want to get to the point: eat well, without wasting time or experiencing stress.
One of the solutions to streamline the customer journey is to use order kiosks. They allow customers to order at their own pace, without pressure, and avoid mistakes. Result? Faster service, less busy teams, and a better experience for everyone. A customer who leaves satisfied will be much more likely to come back!
Offer an attractive loyalty program
We know it: a good loyalty program can encourage a customer to come back regularly. But be careful, for it to work, it must be simple, accessible and above all... interesting!
Today, digital solutions such as Pongo, Como, Como, Zerosix or Adelya make it possible to automate all this. No more need for paper cards that get lost or forgotten! Customers accumulate points directly via their phone or customer account, and can benefit from exclusive advantages: a discount after several orders, a free dessert for a birthday, a special offer for regulars...
The idea is to give customers a real reason to come back. If your program is well thought out, they will always want to take advantage of their benefits at home rather than elsewhere!
The little extra with the control kiosks is that can be configured to be visible at each order! So you can even win new registrants.
Personalize the customer experience
A customer who feels like they are being remembered comes back with pleasure. It's logical: who doesn't like to be recognized and pampered? And thanks to digital tools, it is now very easy to personalize the experience.
Does a customer always order the same dish? Why not offer him a discount on it after several purchases? Hasn't he been back in a while? A short message with a special offer may be enough to convince him to push the door of your restaurant again.
No need to overdo it: a simple “Happy Birthday! Enjoy a free coffee today” or “We hope to see you again soon! Here's a discount on your next menu” can make all the difference. It is this little attention that turns a simple transition into a real relationship of trust.
Take care of the reception and the customer relationship
Even with all the technology in the world, a good restaurant is above all a human story. A genuine smile, a warm welcome, special attention... these are the small details that create a real connection with your customers.
A loyal customer is often someone who felt at home. He comes back because he enjoys the atmosphere, the service and the attention that is given to him. Learn to recognize your regulars, remember their preferences, and start a conversation. A simple “As usual?” or “Did you like yesterday's dish?” may be enough to create a stronger relationship.
If your team is free from time-consuming order taking, they have all the time and energy to take care of your customers!
Conclusion
Obviously, the basis of everything is quality cuisine and a coherent menu. But what will really make a difference is the overall experience you provide to your customers.
Order kiosks are a great way to optimize the customer journey and integrate your loyalty program into every order, without extra effort. By combining digitalization and human relationships, you create an experience that makes you want to come back. And in the long run, it's these loyal customers who will keep your restaurant alive and thriving.
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