Why did many restaurants leave the market in difficult crisis times, and some managed to stay afloat? Why did employees literally run out of many establishments, while other restaurateurs managed to keep their team? What is the secret of guest loyalty? How to make sure that in conditions of falling demand spontaneous visits turn into new and planned, and restaurant patrons bring more and more friends?
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The answers to all these questions at first glance lie on the surface. Unprofessional and unsuccessful players left the market, giving way to more successful and successful ones, the restaurants that survived the crisis managed to save key people, and the guests didn’t stop going to restaurants, they simply “flowed” from one place to another. Probably, such arguments are not without meaning.
Nevertheless, the process of stimulating guest loyalty is made up of hundreds of little things that every restaurateur has to take into account. The mood of the guest depends on a large number of factors, the combination of which forms the real, sincere, motivated loyalty to the restaurant, its cuisine, atmosphere and staff.
As noted earlier, during the crisis, our guest became much more selective and demanding. Now he wants to get more for his money, is actively ready to get acquainted with new gastronomic sensations, compare restaurants, their cuisine and quality of service. The modern guest is strict and implacable to the shortcomings of the institution.
Now the restaurateur needs much more internal reserves, perseverance and perseverance to bring his establishment in line with the expectations of the guests. Now a good kitchen will no longer “draw out” neglectful service, and a brilliant service does not compensate for shortcomings in the kitchen. In modern conditions of increased competition, in order to earn loyalty and gain recognition and loyalty of the guest, it takes much more effort than previously needed.