01 · Make this visit a good one
Retention begins with an accurate, timely order. Clear menus, reliable preparation and useful communication give loyalty programs something to build on.
- Review recurring themes in guest feedback.
- Explain what happens when an order is delayed or an item sells out.
- Record resolutions so the next team member has context.
02 · Learn about guests with their permission
Use normal transaction history and information guests choose to provide to understand visit patterns. Respect consent when sending campaigns and provide a working opt-out.
- Collect only the information needed for the relationship.
- Distinguish order updates from marketing messages.
- Honor opt-outs and avoid repeated unwanted contact.
03 · Make offer rules easy to understand
Start with a simple return-visit offer or points rule. Explain eligibility, expiry, locations and whether offers combine, and show staff how redemption works.
- Make offers relevant to different visit patterns.
- Review margins and budgets before publishing.
- Check discounts and restrictions during ordering.
04 · Look at actual return visits
Review visits and redemptions alongside everyday business performance. Discount usage is not the same as incremental profit; keep the offers that work for both guests and the restaurant.
- Track returning guests and orders using the offer.
- Compare offer costs with the contribution of related orders.
- Reduce irrelevant or overly frequent campaigns.
