Why first-time customers don't come back
Three warning signs, and a fix for each.
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Three warning signs, and a fix for each.
Hi there,
Most cafés don't lose first-time customers because of the coffee. They lose them because of small things nobody notices. Here are three warning signs, and what to do about each.
If your team can't tell a first-timer from a regular, nobody gives the first-timer a reason to come back.
The fix: train one simple habit. When someone looks unsure at the counter, ask "First time with us?" and tell them your favourite thing on the menu.
The coffee's handed over, the card's tapped, and that's it. There's no next step.
The fix: add one line at the till. "We do a fresh bake every Saturday. Come and try it."
Once they've walked out, you've got no way to say hello.
The fix: a simple loyalty card, or a sign-up for your own little newsletter. Anything that starts a conversation.
If you'd like a fresh pair of eyes on your café, I do a Repeat Customer Audit. Here's what's included, and here's how to book.
Cheers, Jess
What do YOU think?
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Grace Okafor · 21 Oct
Warning sign 2 is us, every single day. Fixing it this week.
Lucy Barnes · 22 Oct
Just booked the audit. Looking forward to it.
Freya Lewis · 22 Oct
"First time with us?" is going on a sticky note by the till.