A new framework to make sense of the chaos of the hospitality industry
To be honest - this chart confuses the hell out of me. People frequent Raos regularly... isn't that the whole concept of the restaurant? Yes, agree it's a "club" but not sure this graph totally works for what you're trying to illustrate here. Raos, Polo Bar..they should technically be in the 1st quadrant of this graph (upper right hand corner) indicating high guest potential value AND repeat frequency...no? I think I know what you're trying to get at but the chart just throws me off.
Also guest .... not customer. Even at "diners" like Balthazar ;)
I'm surprised no one has commented on this! Seems like it would be a polarizing conversation starter for restauranteurs. Is it simply commonly known and accepted and thus uncontroversial? Cafes and other counter service shops have had solutions for this, tech enabled and not (punch cards, square/toast, etc), for some time. Do restaurants just already run a more obfuscated/less participatory version of the same with phone numbers/emails collected from reservations?