Customer Loyalty & Retention Toolkit Food, Beverage & Hospitality

Customer Loyalty & Retention Toolkit

Food, Beverage & Hospitality From the 5 Wards Services Member Librarywww.5wardsservices.com

1. Bounceback Offer Templates

Purpose: Give first-time or occasional guests a reason to return within 7–10 days.

Card or Receipt Message Examples:

• “Enjoyed your meal? Come back within 7 days and receive a FREE dessert with any entrée. Just show this card.”

• “Thanks for visiting! Leave a Google review and show us your screen to receive 10% off your next visit.”

• “Return this week and get a free coffee or drink with purchase—our thank you to you.”

💡 Print bounceback cards with your logo. Train staff to hand them out during check drop.

2. Loyalty Program Options

Low-Tech Loyalty Ideas:

Option A: Punch Cards

• 10 punches = 1 free drink

• 8 visits = 1 free appetizer

• 5 brunches = $10 gift card

Option B: Name & Tally Sheet Behind the Counter

• Track regulars manually—great for coffee shops or food trucks

Option C: POS Integration

• Use tools like Square Loyalty, Clover, Toast, or Belly to track automatically

💡 Make sure staff are trained to promote the program during checkout.

3. Email Collection & Monthly Newsletter Template

Collection Methods:

☐ QR code at register with incentive

☐ Comment card with name + email

☐ Signup form on website or link in bio

Example Monthly Email Layout:

Subject: “New Menu Drop + Loyalty Perk Inside”

• 1–2 sentence welcome

• Highlight a menu special or event

• Promo code for regulars (e.g., “5WSFAN” for free dessert)

• Link to make reservation/order ahead

• Staff pick or customer shoutout

💡 Use Mailchimp, Bento, or your POS email marketing feature.

4. Guest Experience Enhancers

Ways to Delight Regulars:

☐ Greet them by name

☐ “The usual?” when appropriate

☐ Offer birthday or anniversary perks

☐ Create a “VIP Table” or reserved corner

☐ Add handwritten thank-you note to takeout orders

Train team to:

• Note regular orders in POS or logbook

• Celebrate small wins (loyal guest milestones)

5. Review Request Message Templates

In-person script: "Thanks so much for coming in today! If you enjoyed your visit, a quick Google or Yelp review helps a ton, and we’d love to hear your feedback.”

Follow-up text or email:

"HI [First Name], thanks again for dining with us! If you have 30 seconds, a quick review helps others find us and helps our team grow. [Insert review link]”

💡 Include links to Google, Yelp, or TripAdvisor, whichever platform you’re focusing on.