Manager’s Guide

The new Retention VIP Voice Coupon is a tool for restaurants to increase per ticket sales, increase team member productivity, and provide for enhanced customer service.

It will provide you with additional sale from former or lost customers. The system is designed to automatically call certain customers from our database at predetermined times. This is accomplished by playing announcements with up-selling specials that only they get as a "VIP" customer.

The following job aid will help better use the system.

1. Calls will be made to your customers on predetermined nights. You will get phone calls from these customers. They will be asking the following: 
2. • "I would like to order the VIP special" - Be prepared to have your team members offer that special and always try to up-sell with more 
   • "Why did you call me?" - Be prepared to have your team talk about the honor of being a VIP customer and offer them the VIP special. If they don’t want to order tonight, make sure they know they can call back in and get the VIP special later in the week. 
   • "Please don’t call me again!" - Very simply ask your team to turn a potential problem into a positive by saying something like - " We are sorry we called you, I will make sure your number is put on our Do Not Call list right away. For your trouble I would like to offer you a order of free bread sticks with your next order this month. Please remember to ask for coupon number 34 when you call back in." 

• Remember, when Retention calls your customers they will see your stores Caller ID information on their phone. Sometimes they will not listen to voice mail and just call the store.  
• Offer is usually good for one week, so some may call more then one time.  
• From time to time, you may get a call from someone that has had difficulty with the message not getting to them in a completed format. Please be sure to apologize and offer them the VIP special. Be sure to get their number reported for Retention follow-up.