Post-Sale Systems for Hospitality

The Challenges

What makes hospitality post-sale different

Food service has its own dynamics: high transaction frequency, immediate emotional reactions, and the gap between a customer who had a bad experience and one who simply doesn't return.

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Immediate experience, delayed feedback

The customer's experience happens in real time, but the feedback — if it comes at all — arrives too late to do anything about the specific visit. Most complaints end up on review platforms, not with you.

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High return potential, low conversion

A satisfied restaurant customer has a natural reason to return — they need to eat again. Yet most restaurants do nothing to convert that natural inclination into an actual visit.

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No contact channel after the visit

The customer leaves and you have no way to reach them. No contact information, no mechanism to follow up, no channel to communicate when you have something relevant to offer.

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Complaints go public, not to you

When something goes wrong, customers often share it publicly before — or instead of — telling you directly. Without a clear resolution channel, the public complaint is the only option they see.

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No data on what's working

Without structured feedback, you're making menu, service, and operational decisions based on intuition and occasional comments — not on what your customers are actually telling you.

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Acquisition cost vs. return visit value

Getting a new customer to walk in for the first time costs significantly more than getting a known customer to return. Yet most hospitality marketing is focused entirely on acquisition.

What We Build

Post-sale systems adapted to hospitality realities

Each component is designed around the specific dynamics of food service: visit frequency, the emotional nature of dining experiences, and the operational constraints of a busy kitchen and floor.

Post-visit satisfaction survey

Sent at the right moment after the visit — short enough to get completed, specific enough to be useful. Captures the experience while it's still fresh.

Private complaint channel

A clear, direct path for customers to raise issues with you — before they take it to a review platform. Defined response times, documented resolutions.

Return visit program

A structured program with simple incentives — calibrated to your margins — that gives satisfied customers a specific reason to come back within a defined window.

Seasonal contact calendar

Planned touchpoints tied to relevant moments — new menu launches, seasonal offerings, special dates — that feel timely rather than promotional.

Restaurant customer having a positive dining experience, representing the hospitality post-sale opportunity

Who This Is For

The types of hospitality businesses we work with

Full-service restaurants

Mid-size and independent restaurants where the dining experience is the product and repeat customers are the foundation of the business.

Cafes and specialty coffee

Neighborhood cafes and specialty coffee shops where regulars are everything — and where one bad experience can break a habit.

Delivery and takeout businesses

Food businesses operating primarily through delivery channels, where the post-order experience is the only touchpoint you control.

Bars and casual dining

Venues where the social experience is central and where converting a first visit into a regular habit is the key commercial challenge.