The Three Best Restaurant Tips for Customer Retention

Image for post
Image for post

Two weeks ago:

I had my buddy Jon Taffer from Bar Rescue stop by VaynerMedia for an episode of AskGaryVee. When a fan called in to our show looking for help with his Kentucky based BBQ, Jon gave the three greatest pieces of advice for customer retention and life-time value. I wanted to share our conversation below.

Image for post
Image for post

The Set-Up:

Chandler From KY:

Restaurant owner in Kentucky running a local BBQ ask’s “How do I ensure my customers return?”

And then, this happens:

Jon T:

Me:

Jon T:

The second time a customer comes and has a flawless experience, The statistical likelihood of a third visit is still about 42%. The third time they come, the statistical likelihood of a fourth visit is over 70%. You have to market to three visits, not one. This is the part everyone misses!

Chandler:

That’s huge.

Jon T:

How to Improve Visit #1

Chandler:

Holy moly, the red napkin thing is genius! We can totally make that work!

Jon T:

So you’re in, but the statistical likelihood of this customer coming back has only slightly risen. You need to get them in the door one more time. It’s never about the one time sale, it’s always about the relationship and repeat business, especially in a hyper-local environment like restaurant and food.

So they finish the meal, you go up you say, “So how was the chicken?” “It was freaking great!” “Are you full?” “Totally stuffed.” “Man, next time you got to try my cheesecake. Offer one free piece of cheesecake.”

Now, you’re on to something. You have incentivized three visits!

Jon T:

Chandler:

That is huge right there. That is why you two are the best.

But I couldn’t let Jon steal all my thunder, so I had to jump in and give him a fourth.

This is what I had to say.

Me:

Listen. Let me give you one more for the road, Chandler.

Chandler:

Right.

Me:

Chandler:

Me:

There’s a triple dot in the top right corner on Instagram.

Jon T:

Last thing, don’t discount. People get addicted to discounts. They don’t get addicted to free.

Chandler:

And those are the three best tips for customer retention and life-time value!

You’re welcome.

Watch The Clip Below:

Thanks for reading! :) If you enjoyed this article, hit that heart button below ❤ Would mean a lot to me and it helps other people see the story.

Say Hello On

Instagram | Twitter | Facebook | Snapchat | iTunes

Subscribe to my Newsletter HERE

Written by

Family first! But after that, businessman. CEO of @vaynermedia. Host of #DailyVee & The #AskGaryVee Show. A dude who loves The Hustle @Winelibrary & the @NYJets

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store