With Christmas right around the corner (less than 3 months….but who’s counting) and mince pies already stocked on shop shelves, customers are on the hunt for booking the festive season.

Trying to run a smooth restaurant service can often resemble a plate spinning circus act, of trying to get the right balance with staffing, food costs and overheads. Then add to the mix the busy festive season, the dreaded no shows and the last minute cancellations and you could be one plate smash away from a significant hit to the bottom line and turning into the Christmas grinch.

According to an article from Big Hospitality at the beginning of the year, an online booking platform found that “over a third of UK diners say they have failed to turn up for a reservation”. You may ask, is it worth enforcing deposits on larger bookings over Christmas to protect your revenue?

Costs of a No Show / Late Cancellations

So let’s look at the actual cost of a no show. If the no show was for example a Christmas party of 10 and we say your festive 2 course set menu spend is £/$/€25 per person, and your gross profit before staff and fixed costs is 70%  – then this no show costs you £/$/€175 and your profit (or rather contribution to costs) would be £/$/€175 if they had turned up. That’s a big figure along with the extra cost of a few merry sherries to lose, plus the loss of 15-20 min service time to confirm if the customers are actually going to turn up. 

Even if the table was to turn up but only 5 showed due to last minute drop outs, you will still be down £/$/€87.50 and the possibility of another booking of 5 that you might have earlier turned away due to no availability! So you might be thinking from crunching the numbers….if only you had taken a deposit of £10 per head to cover the basic costs for that party booking so that you wouldn’t be out of pocket.

If you are not entirely sure if deposits are right for you, we have another great post looking at the pro/cons of deposits vs. holding credit card details.

Benefits of Enforcing Deposits

So obviously the main reason for deposits is to secure and protect your valuable restaurant revenue but there are also a few other benefits. 

  • Reduce and possibly eradicate the number of no shows

By having clear deposit and booking T&C’s, it will deter parties that book for 3 or 4 restaurants at the same time before finalising their plans. This way you know these larger parties are 90% going to attend – 10% unforeseen circumstances.

  • Efficiently budget for staff and keep team morale

By knowing you are covered financially for larger bookings, you will have a better control on staff rota and not over staff. This can boost team morale by not having to let casual staff leave early due to a quiet restaurant that wasn’t anticipated.

  • Your in control of the deposit

Rather than taking full payment upfront which could discourage bookings, deposits allow you to control and decide if given certain circumstances the customers should have it returned. With simpleERB deposits, you control the booking type that require deposits along with the ability to monitor overdue payments easily with reports.

simpleERB deposits are quick and secure to set up

Deposits are easy to set up within simpleERB with Stripe integration and you can rest easy knowing customers details are safe and secure and not being left around scribbled on paper notes.

You can find below some FAQ articles with information;

If you have any further questions about deposits or would like a copy of our payment set up guide, please get in touch via help@simpleERB.com

Image source – Pixabay



 

 

 

 

 

 

 

 

 

 

 

 

Image sourceSupernico26

 

Have you missed us? Sorry for the radio silence around here the past few months, however, we have plenty of excuses if you want to hear them!

We have been working hard on updates to keep in compliance with the new European payment regulations of SCA (Strong Customer Authentication) and we have been busy developing new smaller features and tweaks to enhance the booking system for you all. 

SCA (Strong Customer Authentication) 

To make sure we are in line with SCA regulations, our tech team have been working away to ensure customer payments with Stripe integration (deposits and card capture) don’t fall through the cracks and decline payments. We did experience a couple of teething problems with the initial switch on, after hours of pre-testing behind the scenes, which unfortunately did affect a few restaurants. So you can see it wasn’t as easy as 1..2..3. However, hats off to the team as this is now live within simpleERB so you can rest easy knowing that customers deposits will now be accepted without any authorisation problems. Especially as Christmas is in sight with customers already making bookings! 

If you don’t already have deposits and card capture set up, please see this link on more information. We feel this is a valuable feature in the lead up to Christmas to help reduce no shows and secure concrete festive bookings.

Snapshot of upcoming tweaks 

We will also be sending out a new release update soon with all the new tweaks to current features to improve the system. A lot of the new updates have come from user suggestions, which we highly welcome. A couple of these changes include;

  • Quick view of advanced cancelled bookings in manager day book (keep an eye out for large party cancellations!)
  • Widget bookings default to mobile number (so customers are not adding a landline to the incorrect field)
  • Historic booking report to show report in covers rather than bookings (more accurate data for forecasting)
  • Cancellation email sent to customers who call to cancel if an email is supplied (for customer’s reference)
  • Restaurant logo now displayed on customer booking confirmations (visual branding and marketing)

Along with the upcoming release notes, we have a couple of interesting blog posts on their way to help ease the pain in planning for the festive madness. So, we are happy to say…..we are back in the ‘blog’ business.



How simpleERB can help set you up for a successful Valentine’s service this year.

With Valentine’s Day fast approaching, is your restaurant already taking bookings and prepared to capitalise on what could be the busiest night after the festive silly season?

simpleERB can help you make the most of this profitable day by offering:

  • a dedicated one off floor plan to maximise capacity on the day, (the most “twos”),
  • a  forecast of your covers for this Valentine’s Day compared with your historical figures in previous years so that you can plan staffing, purchasing and last minute marketing
  • a database of customers to market to in a GDPR compliant way


Dedicated Floor plan

Rather than have your regular floor setup, you may want to optimise on tables of two’s and split up your normal larger tables for either just the one night or for a few days over the Valentine’s weekend.

What you do is create a new area called for example, ‘Restaurant Valentines’ with the layout you require. Then in advanced settings use the closed area function to close out your usual restaurant area/s for these dates. In addition to that, make sure that the Valentines area was closed from now until the dates required in February and then again after these dates until a date much further in the future.

If you already have advance bookings on these Valentine’s booking dates, you will need to move the bookings onto tables in this layout in order for you to be able to close off the area.

 

 

You could keep this area in your layouts to be used again or diarise a reminder to delete the area once the event has passed.

You are now able to take bookings without having to worry about rearranging tables once bookings have been made.

 

Forward Booking Reports

The forward booking report is simple but we believe it is very useful for planning ahead and forecasting.

It allows you to compare your forward bookings for a period on a given date, usually “today”,  with your forward bookings for the same period last year, or in previous years.

For example, you are planning on having a rose for every couple on the table. So you need to estimate how many you will need.

You can create a report which shows you how many covers you have booked as of today, for 14 Feb 2019 compared to the forward bookings you had on this date last year.

So if you find that you only have 85% of last years bookings, then you now know that you probably need to do some extra marketing, create special offers in simpleERBand email them to your customer base or advertise on Facebook, Instagram.

If however, you see that you are 25% up in bookings, then you will need to recruit more staff than you had rostered last year and certainly buy more roses!

You can access the report at; https://app.simpleerb.com/restaurant/reports/forwardbookings.aspx

 

 

Tailor your marketing campaigns to your customer base 

If you find you need to boost your bookings, you can download your simpleERB customer list to create marketing campaigns. You can also download it specifically for customers who made bookings last Valentine’s Day.

To download your customer database, go to reports, expand the list of reports and choose customer export.

You can filter the list using various different parameters for example, you may wish to only download a list of customers who dined on Valentine’s or you may want a list of customers you have tagged with a particular quick info label.

After clicking search, you will have the option to export the list as a .xls file.

 

 

Once you have the report, you can then use this to upload to a mail marketing website.

See the link below to a helpful article on how to use your user list and us Facebook Ads with Mailchimp.

http://help.simpleerb.com/advanced-features/download-your-user-list-and-use-facebook-ads-with-mailchimp

Already advertising your Valentine’s availability on Facebook?

Don’t forget you can further target your Valentine’s dining advertising to Facebook users in your area who are similar to your customers. Use Facebook’s lookalike audience feature to do this.

Make sure you narrow your targeting to people who are in a relationship though!



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