Before the visit

So reservations are made, agendas blocked and the guest proceeds to the next step in the Guest Experience Cycle. What happens between making a reservation en actually arriving at the restaurant, cafe or bar? For us: it means preparation. Making sure the bar is stocked, tables are cleaned and maybe have some flowers or candles. The guest makes a reservation so they don’t have to think about those things, it is our job. The guest has other things to think about and prepare:

• What to wear?

• How to get there?

• What will I order?

• Is there anything I want to tell or speak to about with my companions?

These are real questions some people have. Also depending upon the reason of visiting of course.

Now we know what the guest is preparing for, we have something we can work with. To exploit this phase directly is quite difficult. We cannot affect it too much. However you can make sure the answers to their questions are easy to find. Easiest way to do this, is to have enough information about your business online, organized and accessible.

Personal note:

The phase where the guest is getting ready to visit your establishment is not the most important one for the industry. It gives us some insights though. Like how does your place represent itself? Is all information online representable and correct? Typically these adjustments are minor and do not require weekly monitoring. Just make sure all info on your website is correct and people have an easy way to communicate with you if any questions might occur.

Sincerely,

Den The Man