The many forms of shrinkage
Guests & loyalty
Unheard complaints, weak dietary confidence, forgotten details, lost reviews, guests who never return and service that does not create enthusiasm.
Where it comes from
Most unhappy guests do not complain. They simply do not come back, and they do not tell you why. A vague answer about allergens, a regular whose usual order was forgotten, a slow response to a genuine problem — each one is small in the moment and permanent in its effect, because the guest has already decided, quietly, not to give you a second chance.
The money issue
A guest who does not return is not a single lost booking. It is every visit they would have made over years, plus everyone they would have recommended the business to, and everyone they now quietly warn away from it instead. Guest loyalty compounds in both directions — which is exactly why it is one of the most expensive things to lose without noticing.
See the “in-house comment cards” campaign →
Describe what is actually happening in your business and Emma will ask the right follow-up questions before recommending anything.
Ask Emma about guests & loyalty