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Dealing with a regular customer who keeps missing reservations. How can you ensure their loyalty?

When a regular customer keeps missing reservations, it's crucial to address the issue without jeopardizing their loyalty. Here are some effective strategies:

  • Open a dialogue: Reach out to understand their reasons and show empathy.

  • Implement reminders: Send friendly reminders via email or SMS to help them remember their bookings.

  • Offer flexibility: Provide easy rescheduling options to accommodate their unpredictable schedule.

How do you handle customers who frequently miss reservations? Share your thoughts.

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Hospitality Management

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  2. Leisure Industry
  3. Hospitality Management

Dealing with a regular customer who keeps missing reservations. How can you ensure their loyalty?

When a regular customer keeps missing reservations, it's crucial to address the issue without jeopardizing their loyalty. Here are some effective strategies:

  • Open a dialogue: Reach out to understand their reasons and show empathy.

  • Implement reminders: Send friendly reminders via email or SMS to help them remember their bookings.

  • Offer flexibility: Provide easy rescheduling options to accommodate their unpredictable schedule.

How do you handle customers who frequently miss reservations? Share your thoughts.

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Help others by sharing more (125 characters min.)
4 answers
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    Contributor profile photo
    Pratiksha Shah

    Co-founder of Elsewhere Cafe & Grill | The Earth Amritsar & The Earth Goa

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    To handle a regular guest who keeps missing their reservations, I would assign one person from the team who is already on good terms with that guest and is comfortable communicating with them. This person would ensure that guests' reservations are well-managed, offering flexibility with rescheduling if needed, and sending friendly reminders ahead of time & if necessary even calling. They would also personalize the experience, perhaps offering a small incentive for showing up, and keeping the communication open to make the guest feel valued. This approach makes the customer feel more comfortable and understood, ensuring their loyalty without any hassle.

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    Contributor profile photo
    Alfio Celia

    crafting experiences, defining the future

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    Handling a regular customer who frequently misses reservations requires empathy and proactive solutions. Start by opening a dialogue to understand their reasons, showing genuine care for their situation. Implement friendly, personalized reminders via email or text to help them manage their schedule, and offer flexible rescheduling options to make it easier for them to visit. If the behavior persists, consider introducing a refundable reservation fee or a priority seating policy to balance accountability with their loyalty. When they do arrive, go above and beyond to make their visit special, reinforcing their value to your brand.

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    Abhijeet Thakre

    Executive Chef

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    Contact the customer politely and understand the reasons behind missing the reservation. Flexible Policies Grace Period: Introduce grace for reservations before marking as no show in case of failure to use or attend the reservation within a certain duration. Incentives Loyalty Benefits: Provide benefits in form of rewards for loyalty to the entity for coming at all times.

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    RAVI KUMAR PITHANI

    Banquet Manager

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    - Personalize communication: Reach out to the customer with personalized messages to show appreciation for their patronage and inquire about their missed reservations. - Offer incentives: Provide special offers or loyalty rewards that encourage the customer to maintain their reservations. - Implement reminders: Set up an efficient reminder system via email or SMS to help the customer remember their upcoming reservations. - Seek feedback: Ask for the customer's input on how to improve the reservation experience, demonstrating that their opinion is valued. - Provide flexibility: Consider offering more flexible reservation policies for regular customers to accommodate their schedule.

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