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The rise of the restaurant no-shows: what can the industry do to combat it?

11 commentsBy Emma Eversham , 12-Apr-2012
Last updated on 12-Apr-2012 at 12:28 GMT

Diners not turning up for reserved tables is becoming a big problem for the industry, so what can we do to stop it happening?
Diners not turning up for reserved tables is becoming a big problem for the industry, so what can we do to stop it happening?
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As the number of people booking tables and then not showing up increases we ask how big a problem is it for the restaurant sector and what can the industry do to guard against it? 

In this audio piece, chef and restaurant owner Malcolm John and Will Holland, chef-patron of La Becasse in Ludlow talk to BigHospitality about their own experiences and give their opinions about how the restaurant sector can protect itself. 

What do you think the sector can do? Is taking a customer's credit card details at booking the answer or are there other solutions? 

Have you had experiences of this? Please leave a comment below if so.

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11 comments (Comments are now closed)

Deposits are the answer.

We charge a £5 deposit for parties of 8 or more. A few people moan about this practice but they are reminded that the deposit comes off their bill total and that if they cancel in advance the full deposit is refunded.
We try and ring smaller parties on the day of the booking to minimize no-shows NOT to pander to Trudat's attitude but to protect our livelihood from people like him.

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Posted by Cream
11 May 2012 | 10h51

incentive not punishment

Better to offer an incentive for the customer to confirm their party is still coming - suggest that if they call say, on the morning of the reservation to confirm, you'll give them each a (small!) glass of house wine on arrival? AND ALWAYS ASK ON THAT CALL IF THEY PREFER RED OR WHITE. It makes no odds as you'll have both on hand anyway but it sets a subliminal psychological 'contract' in place that you are already serving them, thus creating an emotional resistance to their backing out. They'll also be less likely to 'not turn up' if there's a freebie - and word will spread about your generosity. Also, you can encourage them to relax at the bar or a side-seating area with that drink, & use the extra time to improve in-out flow; present menus, wine lists, introduce waiting staff etc to make them feel REALLY welcome. And perhaps its a selling opportunity - get the wine waiter to chat to them, & recommend another wine to be served at table. Or even introduce a loyalty-card reward scheme for bookers who call to confirm and do turn up early or on time.

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Posted by ali berry
28 April 2012 | 18h23

incentive not punishment

Better to offer an incentive for the customer to confirm their party is on its way - suggest that if they call say, 20 mins before booked time to confirm, you'll give them each a (small!) glass of house wine on arrival? They'll be less likely to 'not turn up' if there's a freebie and word will spread about your generosity. Also, you can encourage them to relax at the bar or a side-seating area with that drink, & use the extra time to improve in-out flow; present menus, wine lists, introduce waiting staff etc to make them feel REALLY welcome. And perhaps its a selling opportunity - get the wine waiter to chat to them, & recommend another wine to be served at table. Or even introduce a loyalty-card reward scheme for bookers who call to confirm and do turn up early or on time.

Report abuse

Posted by ali berry
28 April 2012 | 18h04

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