Building Customer Loyalty

I was at the Brockie’s Lodge Hotel Kiltarlity, By Beauly on Thursday, It is a great venue such a beautiful location. Robbie Sheriffs and his partner have done amazing things since taking over in March this year. The restaurant is buzzing at the weekend, they will always fit you in although booking is advisable.

The menu in the restaurant changes every 9 weeks, it keeps the regular customers interested and they come back. Unlike other restaurants that promote local food the lodge, list its local suppliers so that customers can see that local means local.  Robbie was telling me about a fantastic chocolate desert he is about to put on the menu, I would like to say more but it is a secret.

The key to their success has been the attention to detail good service and listening to the customers. They have developed such a rapport that clients phone up to make suggestions rather than complain.

The new project is a loyalty scheme that gives regular customers special invites to events, advanced notice of new menus and premier booking at busy times. There is also loyalty card that they can credit with money. This allows them to save money on the card for big events and it gives them a discount on the meals. The concept has been very successful in restaurant further south, it comes back to my big story about providing value and building relationship with your customers.

In the mean time here is a desert to look at, not the chocolate one. 

Desert at Brockie's Lodge