There’s a steakhouse not far from our house in Henderson, Nevada that Tammy and I frequent quite a bit. We have a favorite waiter (ask for Bo)…and look forward to seeing the bartenders, because that’s where we usually sit to eat and have a drink (it’s Shannon, Bartek, and the gang)…
And, there’s a coffeehouse nearby, as well. It’s Galaxy Cafe…and, when you enter, you are surrounded with memorabilia from movies like “Star Wars,” “Star Trek,” and some of the campy classics of the 1950′s.
We always check in on Foursquare — a mobile app that, according it its website, “helps you find the perfect places to go with friends. Discover the best food, nightlife, and entertainment in your area.”
In fact, we’ve checked in so frequently that in the past, Foursquare has said that I am the “mayor” of the steakhouse…and Tammy is the “mayor” of Galaxy Cafe!
Here’s the thing…the people at Galaxy Cafe constantly thank Tammy for that…discount all drinks by 20% when she checks in…know her name and her drink by heart…and extend every effort to make us know how much they appreciate our business.
At the steakhouse…no one knows.
In fact, while we’ve become friends with the servers on the steakhouse’s staff, I can only remember one time I’ve even met a manager — and that was the single occasion that my meal wasn’t prepared properly. No one in a management position has made the effort to get to know us, thank us for our business, or extend a special courtesy to one of their best customers.
It occurred to me tonight…we’re going to Galaxy Cafe almost every day. And, we’re going for a drink or appetizer — or even dinner — at the steakhouse much, much less frequently than we did.
Here are my questions:
- Are you designing the experience so your customers can “check in” when they are doing business with you?
- Are you aware of which customers are coming in most frequently — and spending the most money with you?
- Are you recognizing them — not just with discounts and special offers, but knowing their name, their usual order, and giving them special honors for being the “mayor” or other repeat visitor?
If not…someone may be reducing their spending with you, too…