Regular guest – gone! How to set up tracking of loyal guests?

Greetings to all owners and managers of shisha lounges!

Everyone knows how important a regular guest is in every business, especially in the service sector. After all, such a guest is the main source of profit, but what if he gone?! In this article I would like to discuss such issues as tracking, retaining a regular guest, and how to get him back.

First, let’s figure out who a regular guest is?

This is a person who regularly visits the establishment and has a strong connection with it. Typically, such a guest comes several times a month or even every week. He is often acquainted with the staff and other regular guests, which creates an atmosphere of friendliness. Such a guest differs from the rest in that he comes back not only for the hookah, but also for the atmosphere and the level of service. In most cases, employees know his preferences, which allows the staff to offer him personalized recommendations. In conclusion, this is a valuable audience for the lounge, and retaining them requires careful attention and a high level of service.

How to track that a guest has become a regular?

CRM system.

• You can enter all new visitors into the database, track their visits and know their preferences (when and how often they visit your establishment, order history, etc.)

Register in your loyalty system.   

• Preferably on the first visit. The guest will immediately start receiving benefits in the form of a discount or bonuses for the amount of the check, and you will be able to track the statistics of his visits.

Communication with guests and staff

•  You can always conduct surveys with guests and collect feedback on their preferences, wishes and find out the frequency of their visits. Also, be sure to discuss with employees which of the new guests comes most often and record their information.

How to retain a regular guest?

Individual approach for each guest.

• Employees should know all regular guests by name (every person likes to be addressed by name); know their preferences in order to offer them their favorite table/drink/certain tobacco flavor during their visit to the establishment. Take care and pay attention to their requests so that they feel valued and important.

Loyalty system.

• Now it is available in almost every establishment. Believe me, it really works. Discounts on items and cashback in the form of bonuses make guests come back again and again.

Loyalty.     

• Make concessions and resolve some situations (not to the detriment of the establishment, of course). You can also show loyalty through events (tastings, developments and various events from the establishment, where you can invite them personally) I am sure they will appreciate it and they will be pleased.

Feedback. 

• Regularly collect feedback on the visit and take into account wishes (so that the guest feels that you are interested in his opinion or listen to his requests). Keep in touch with guests via social networks, notifying about new products or upcoming events.

How to return a guest who has gone?

• Find out the reasons from the staff, sometimes they do not depend on the establishment: the guest has moved (sometimes even to another city or country), there is no free time, financial problems. Most often, loyal guests notify the staff in advance that they will not be able to show up in the near future.
• The guest didn’t like something during their last visit. To get them back, you’ll have to put in a lot of effort, namely: contact them (if you have one), apologize, ask for another chance, and offer an exclusive discount on their next visit. Be sure to process the negative feedback and sort out the situation.
• Organize an interesting and unusual event that could attract guests who haven’t visited your establishment for a long time.
•  Sending messages to missing guests that they haven’t visited you for a long time and therefore you are giving them a discount on the product they ordered most often or a certain number of bonuses.

Here is what I would like ask you to do in the comments section (business discussion):

• 1. How does a new guest become a regular at your establishment?Tell us what you do to retain a new audience.

•  2. What do you do if a regular guest stops visiting your lounge? What methods do you use to get him back?

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31st January 2025 14:00 UTC time the author of the highest rated comment will receive:

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