Losing regulars can hurt your restaurant more than you think. They’re the backbone of your business—the familiar faces who keep the cash flow steady and spread the word about your place. When they stop showing up, it’s more than just a hit to your ego; it’s a blow to your bottom line. Regulars bring more value than any new face through the door—they’re the ones telling their friends, “You have to try this place!”
Make regulars feel seen. Regulars stick around when they feel seen. It’s about knowing their usual order, remembering the extra napkins they always ask for, or simply greeting them with a smile when they walk in. While loyalty programs can help, they aren’t the whole answer. Your regulars are looking for more than a punch card. They want a connection, something that makes them feel like they belong. When you make that effort, they feel valued, and valued guests come back.
Watch for the warning signs. If a regular’s visits start to drop, don’t brush it off. It’s a warning sign. Reach out, ask them what’s changed. Was there an issue with their last visit? Did the menu lose their favorite dish? Whatever it is, addressing it directly shows them you care. And here’s the key: fix it fast. It’s easier to bring a regular back into the fold than to win over a new customer. Ignoring the problem is like leaving a slow leak in your revenue that only gets worse over time.
Experiences matter more than perks. Loyalty programs and discounts are nice, but they’re not the magic bullet. The real secret to keeping regulars is creating memorable experiences. Maybe it’s offering them a complimentary taste of a new dish or giving them the quiet table they prefer without them having to ask. It’s those little touches that keep them coming back, not just a buy-one-get-one-free deal.
Create an impactful loyalty program. When designing a loyalty program, keep it simple yet meaningful. A points-based system works well, but you can make it more engaging by adding special perks for regulars. Offer exclusive discounts after a set number of visits, or let them preview new menu items. Creating a “VIP Night” where regulars get early access to seasonal dishes or special events adds a touch of exclusivity they’ll appreciate. Use a digital loyalty program through apps or email to track visits and preferences, ensuring that each guest is recognized and acknowledged every time they come in.
Add personal touches and perks. A customer database can work wonders for building deeper connections. Use it to track birthdays, favorite dishes, and dietary preferences. Set up reminders to offer a birthday dessert or a free appetizer on their special day. Even better, use your POS system to flag frequent guests so your staff can acknowledge their favorites or go the extra mile in their service. Discounts and perks are valuable, but the ones that show you’re truly paying attention to their likes and needs make all the difference.
Regulars bring new guests, recommend your place, and even defend you against bad reviews. Lose them, and you lose potential new customers they might have introduced to your restaurant. Worse, if they’re leaving because of a bad experience, they’re likely telling others about it. It’s a silent drain on your reputation and revenue. So, stay focused on the folks who love your place. Show them you see them, appreciate them, and want them to keep coming back.
