It's a glow. That warm feeling you get after an extraordinary meal with world-class service. The feeling of being looked after and brought in to the fold, almost as if you're a member of the restaurant's family.
And then.... ghosted
There's a ton of emphasis on PRE-meal communication. Why isn't there POST-meal communication in the Industry?
Is it too much for the office to handle? Is hospitality non-negotiable where it ends the minute a guest walks out the door?
Just once I'd love to get the following:
Dear The Single Table,
Thanks so much for joining us for (insert meal here)(insert day here)! We're thrilled you enjoyed the tasting menu and accompanying wines. Thanks for your positive comments on (insert dish here). Chef was quite appreciative.
We hope to welcome you again and please don't hesitate to contact me personally if I can be of service in the future.
Best regards,
A Restaurant
Why can't this template, with a personal touch, be sent to your engaged diners who were enthusiastic during their meal?
I'm going to REMEMBER this e-mail and it's going to lead to return business. Heck, I may even book The Single Table holiday party there because of it.
I would rather get that note instead of a box of petit fours on the way out.
Do you follow-up with your diners? I want to hear about what you do and the results you get. E-mail me at ceo@thesingletable.com