Which is more important to the Independent Owner-Operator? New or Current?

Replies to This Discussion

Permalink Reply by Don L. Stull on January 13, 2009 at 1:48pm

Every customer is a new customer at least once. Depending on how they are taken care of determines whether they are customers you already have or become former customers. To make a distinction between finding new customers and taking care of the ones you have is impossible because until you have all of the customers you can handle, you need to keep finding new customers while taking care of the old ones.

Permalink Reply by howard amrani on January 20, 2009 at 9:47am

If anyone can show me a successful restaurant which relies solely on new customers- they will no doubt be lying. There is no way to expect new customers to be the threshhold for any business's existance. In fact the key to success is being able to get your existing customers to come in more often and spend more in those repeat visits.

Permalink Reply by Clovia on February 2, 2009 at 8:06am

As a designer of restaurant graphics, I find it is usually easier and more beneficial to focus on keeping the ones you already have as customers and to work on increasing check size and customer frequency. By analyzing which menu items sell the most for a particular season, I would highlight that item and push it. At this time in a down economy, you could offer a lower cost item as the "value" meal at a special price. These low price items will sell more to the high-price sensitive consumers of today. If ou are able to redesign a new menu, then place a photograph of the bestseller menu item on there, if your budget does not allow you to market that way, then make a store sign, even a paper poster vs. a PVC board sign would do. I hope these suggestions help. As a general rule, it is far more difficult to attract new customers, more time consuming and costly. Best, Clovia

Permalink Reply by Drew Dahms on March 21, 2009 at 8:57am

While it's important to attract new customers and build the business, retaining loyal customers seems to be the mantra. they are the ones who can be your ambassadors and spread the word. Each time they visit, they bring family, friends, co-workers who may be trying your place for the first time. I only bring people to places where I know the experience will be positive. I don't want them to say "hey, that place sucked". Loyal customers like consistency and to be appreciated. New customers will try you once because of a coupon, ad, or thru a recommendation. If they have a great experience they will become your new ambassadors. And so the pool of loyalty grows!

Permalink Reply by sandrine urvois on June 27, 2010 at 1:28pm

hi, I do think even if you do everything right , you end up loosing about 20% of your clients also even if it is crutial to keep your customers , it is as important to find new one.
it is important to note who is coming in and know why are they coming, and most important where are they coming from; then to analyse in a sort of spider drawing , how could we reach them, for me I have notice in the past 10% of my customers where Asian also with just saying a thank you at their New year day was enough to keep them coming, otherwise Mobile marketing do work especially for the young crowd 14.19
giving them something for free against 10 messages send to their friends and you would see the difference in your taking instantly especially if you are in a takeaway business...see the magic...
also to come back to the conversation, of course keep your customers even if like staff they will run of of steam but DO get new one
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