Hospitality Doctor
Max Hitchins
Creative ways to ‘thank’ your best Customers
making customers feel valued.
5. Customer Appreciation Days Designating specific days to celebrate customers can enhance loyalty. Denny’s hosts “Customer Appreciation Day,” offering free meals to regular patrons. This kind of event not only attracts customers but also creates a fun and engaging atmosphere. 6. An Aussie idea One Sydney hotelier has ordered 80 copies my latest book to give to his customers at Christmas as a thanks for being a great friend and customer. The book is titled CHASING GOLD and has been rated, by AMAZON, as the #1 Sports Coaching book in the world. It is the first Olympic book ever to have QR codes throughout the book. This encourages you to read about incredible Olympic athletes and then ‘watch’ (via a QR code) their performance, hear them interviewed or be spoken about on TV programs. I invite you to check it out and order copies at ChasingGold.com.au Conclusion In the hospitality industry, expressing gratitude to customersisessentialforfosteringloyaltyandensuring repeat business. By implementing personalised gestures, loyalty programs, and special events, businesses can create memorable experiences that leave a lasting impression. Recognising and rewarding loyal customers not only strengthens relationships but also contributes to a thriving and successful business.
Do you do anything, at Christmas time, to say ‘thank you’ to your top 10/20/30/50 best customers? I am referring to the customer who stays at your hotel/ motel 8-10 times a year and spends $200 each time ($1600-$2000 per year), your customer who comes into your bars and/or bistro 3-5 times a week and spends $30 each time (spends $4500 - $7500 per year), your customer who comes once a week into your bottle shop and spends $60 ($3000 per year), your customer who comes to your restaurant once a month and spends $150 ($1800 per year).
Here are six ways you might think about using to say ‘thanks’ to your best customer.
1. Personalised Thank-You Notes A simple yet powerful gesture is sending personalised thank-you notes. When guests check out of a hotel, for instance, a handwritten note expressing gratitude for their stay can make a lasting impression. The Ritz- Carlton is known for its exceptional customer service and often includes personalised messages in their correspondence, ensuring guests feel valued and appreciated. 2. Special Events and Celebrations Hosting customer appreciation events can strengthen relationships and foster community. Merriman’s, a well-known restaurant in Hawaii, organises events where loyal customers are invited to taste new dishes and enjoy special discounts. Such gatherings allow customers to feel part of the brand and provide valuable feedback while enjoying a unique experience. 3. Referral Programs Creating referral programs is another excellent way to show appreciation. Café Gratitude, a plant-based restaurant chain in New York, offers discounts to customers who refer friends. This not only rewards existing customers for their loyalty but also helps to bring in new business. 4. Social Media Recognition Publicly acknowledging loyal customers on social media platforms is a modern way to express gratitude. Restaurants like Chipotle Restaurants in the USA frequently highlight customer stories and feedback on their channels, fostering a sense of community and
Max Hitchins is the Author of CHASING GOLD. Check it out at: http://bit.ly/BuyChasingGold
73 Tasmanian Hospitality Review Oct/Nov Edition
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