The Goodbye That Brings Them Back
The last 5 seconds matter as much as the first 4.
The last 5 seconds matter as much as the first 4. The goodbye is what the remembers walking out the door, on the drive home, when they decide what to eat next week. A flat goodbye gets a flat memory. A real goodbye gets a regular.
Thank you, see you soon, [name]. My pleasure, come back hungry. Thanks for coming home, that is what we say to regulars. [Name], thank you, have a great rest of your day. Welcome to the family, see you next time.
- Eye contact when they stand up or move toward the door.
- Move toward them, do not yell across the room.
- Use their name if you have it (from the order, the receipt, or memory).
- Hold the door open if you can. Yes, even at fast casual.
- Last words: a sincere come back, with eye contact, with a smile.
The Yelp/Google ask, when the goodbye is the right time
If the interaction was strong (they smiled unprompted, complimented the food, asked questions, joked with you), the goodbye is the right moment to ask for a review. Not before, not pushy. Hand them the business card with the ask.
If you had a great time today, I would love it if you left us a review on Yelp or Google. They help us a lot. If you mention me by name in a 5-star review, I get a $25 bonus, no pressure though, just glad you came in. Hand them the business card.