 Diners are not turning up for their bookings and for whatever reason guests think it is ok to 'no show'. It's becoming such a problem that it is having an enormous financial impact on restaurant businesses. Of course it is a lack of courtesy on the customers part to not 'phone and cancel a booking or inform a restaurant that they can't make it. But can restaurateurs help themsleves improve this situation?
Working with accommodation providers who faced similar problems here are some of the suggestions that I know worked, especially with the online bookers who were the worst offenders. * Set out your booking and cancellation policy - an official policy can't be disputed. * Include - how far in advance a cancellation is required, how long a table will be held for in the event of a no-show, whether you'll charge customers for not turning up if they haven't cancelled their booking. * Consider taking a small deposit at the time of booking - perhaps the amount you would consider charging for a no show. Diners tend to be more likely to show if they have money at stake. * Engage with customers as soon as a booking is made - send menu's, a wine list, double check dietary requirements. Send a text or email to confirm the booking, reminding your customers who may have forgotten where they've booked. Include a phone number and address as well as the time of the reservation. * The day before, engage again, make a phone call, text or email to remind customers of their booking, providing the customer with a good impression of your customer service. * Make it easy to cancel the booking - this will at least give you more time to fill an empty table.
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