Pre-kids I used to eat out several times per week and it was easy to do so as I lived in the centre of town.  Since having kids and moving out to the suburbs, I now eat out less often, but it’s still one of my favourite things to do.  However, going out less often actually means we are choosier about which restaurant we pick as it’s less of an occurrence. 

Although I love trying as many different places as possible, there are still those restaurants that are firm favourites that we return to several times a year.  There the ones where we know what to expect and are never disappointed. 

Here’s a look at how to keep customers coming back to your restaurant and what makes us return to a restaurant time and time again...

Great interior design

Never underestimate the importance of hospitality interior design for retaining customers.  We definitely go back more often to the places that have an interior vibe we like.  We love rustic places and those with a cool industrial, but quirky edge.  The right interior design can create an environment that makes your customers want to return time and time again.  It can even serve as a way of marketing your establishment as we are always keen to tell others when we’ve visited somewhere that not only serves great food, but looks great too.

It’s also important to maintain the premises.  Don’t let things get too worn.  Make sure you repair and replace things when needed so it doesn’t start looking run down.  If your restaurant looks like it takes pride in its appearance then it’s a great signal that you will take pride in your food too.  First impressions count and the first thing people will see is your interior.

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Amazing food for all

You have to get the food right too.  You need to hire chefs who not only have a Bachelors in Culinary Arts but are also passionate about the food they create and who are consistent.  Though you might be forgiven for one bad meal as we often think the chef might just be having a bad night, it’s rare you’d be forgiven for two bad meals.  If we’ve had more than one bad meal at a restaurant then it’s unlikely we’ll ever return. 

Food should also cater to the masses including those of us who are vegan.  One mistake many restaurants make, in our vegan eyes, is making vegan options for adults but forgetting about our vegan children.  Make sure you factor dietary requirements into all your menus so everyone can enjoy food off every menu in your restaurant.  Our top choices for eating out are always those where all of us, including the kids, can choose vegan food.

Clean and tidy

If we want to eat and drink at your restaurant then we need to trust that your kitchen is hygienic, especially if we can’t see it.  This is going to be represented to us by the cleanliness of the rest of the restaurant, the glasses our drinks are served in and the cutlery on our tables.  If everything we see isn’t clean then we can’t trust that the kitchen is any better.

Keeping the tables cleared of old glasses and plates is also important.   We don’t expect to have to sit with the previous customers leftover plates and drinks when we arrive.  Staff should also complete an accredited food handler training course, that is required to learn the proper procedures for handling food so that they reduce the risk of foodborne illnesses.

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Efficient and friendly staff

The right staff can also make or break a place for us.  One restaurant springs to mind which we used to love going to, but they changed management.  With the new management came a bunch of new staff members and they were very poorly trained or simply lacked any enthusiasm for their jobs.  We gave them the benefit of the doubt and tried a couple of times, but the service remained dreadful.  Each time we were seated and then forgotten about.  We had to call the waiting staff over to place our orders, remind them about drinks we had ordered, ask for condiments and even flag them down to ask for the bill.  We were sat for so long just waiting to pay our bill when we really wanted to get out of there.

It’s so important for a restaurant to have well-organised and capable staff who keep the restaurant clean and tidy, but also provide a prompt service to the customer.  It’s never good as a customer to feel like you’ve been completely forgotten about and not cared for when dining out and spending money.

Great branding

Branding is so important for any company for marketing purposes and memorability, including restaurant branding to keep your restaurant business in your customer’s mind.  Easy to remember names or catchy names won’t be forgotten, helping your business to promote itself through word of mouth.  Recognisable logos are also key to make your restaurant instantly noticeable, especially in different cities and towns, or in advertisement features. Your branding starts with your logo and this same design should filter through to your marketing materials, adverts, social media, signage and any takeaway packaging. 

Aside from the logo and interior of your restaurant, branding is about your restaurant’s identity too.  What do you stand for?  What customers do you plan to attract?  Brand identity is more important than ever for restaurants. Consumers are more educated about food and the restaurant industry, and they care about the source of their food. They want information on where it comes from, how it was sourced, whether it's organic and if it suits their dietary needs. They want to know more about the people who run the restaurant and what their values are.  And, of course, your customers want to be able to take great pictures of their food to share on social media along with captions explaining your values, essentially giving you free marketing!

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Managing your restaurant's online reputation

In today’s digital age, your restaurant’s online presence is just as important as the food and service you provide. A well-maintained online reputation can attract new customers while ensuring existing ones keep coming back.

Start by actively managing your social media accounts. Engaging with customers, responding to comments, and sharing enticing images of your dishes can boost interest in your restaurant. Ensure your website is up to date with your latest menu, opening hours, and any special promotions. A simple, user-friendly website can make all the difference in converting online visitors into paying customers.

Online reviews play a crucial role in shaping public perception. Positive reviews can encourage more customers to visit, while negative reviews—if not handled correctly—can deter potential diners. Always respond to customer feedback, both positive and negative, in a professional and appreciative manner. Address any complaints with a willingness to improve, showing customers that their opinions matter.

Another effective way to strengthen your online presence is by listing your restaurant on platforms like Google My Business, TripAdvisor, and Yelp. Keeping these profiles updated with accurate information, engaging photos, and regular posts can enhance visibility and credibility.

Encouraging customers to tag your restaurant in their social media posts and share their experiences is also a great way to boost your online reputation. User-generated content serves as free marketing, and showcasing customer testimonials on your website or social media adds further credibility.

By prioritising managing your restaurant's online reputation, you can build trust, attract more customers, and keep them coming back for more delicious meals and memorable experiences.

Final Word

Running a successful restaurant isn't just about great food—it’s about creating an experience that keeps customers coming back. From an inviting interior and exceptional service to a strong brand identity and a well-managed online presence, every element plays a role in customer retention.

In a competitive industry, consistency is key. Customers return to places where they feel valued, where the service is efficient, and where they know they’ll get a high-quality meal every time. Staying on top of trends, maintaining cleanliness, and ensuring your staff is well-trained can make all the difference in securing long-term customer loyalty.

Additionally, managing your restaurant’s online reputation is crucial in today’s digital world. Engaging with customers online, responding to feedback, and keeping your social media active can attract new visitors while reinforcing trust with your existing clientele.

By combining great food, excellent service, and smart marketing—both offline and online—you can turn first-time diners into lifelong customers. Keep evolving, listen to your customers, and continuously strive for excellence to ensure your restaurant remains a favourite dining destination.

Ultimately you need great design, food, vibes and staff to provide an environment and experience that makes the customer want to come back for more!