How to Get Your Restaurant Guests to Come Back Again and Again
Let’s be real — this industry is tough. In today’s podcast episode of The Restaurant Prosperity Formula, I dive deep into one of the most make-or-break elements of restaurant success: the guest experience. With fewer guests walking through the door and competition tighter than ever, delivering a memorable visit isn’t optional — it’s survival. Episode 125 is a masterclass in creating experiences so remarkable your guests can’t wait to come back. I explore what truly defines hospitality, why vague standards are your silent killer, and how lazy hiring — not “this generation” — is often the real problem. Whether you’re struggling to retain staff or haunted by bad Yelp reviews, this episode is your roadmap to turning things around.
Why guests don’t come back—and how to change that
In this episode, I get real about the brutal truth: your restaurant is only as good as your guest’s last visit. It’s not enough to have amazing food if the service or experience leaves people cold. I break down how restaurant owners are misfiring by blaming younger staff instead of hiring with purpose and training with precision. You’ll learn why hiring for core values over charisma is the key to building a consistent, caring team.
Five core pain points ruining your guest experience
I walk through the five most common reasons restaurants fail to deliver a wow experience:
- Lazy hiring and lack of training – Stop blaming “kids today.” Start building systems to hire for values and train for success.
- Letting bad experiences go public – I share strategies to catch and fix service failures before they hit Yelp.
- Confusing hospitality with performance – Real hospitality isn’t Broadway smiles; it’s human connection.
- Teams don’t know what great looks like – Without a defined, modeled standard, how can they deliver excellence?
- No documented service standards – If it’s not written and reinforced, it doesn’t exist.
Defining — and living — what great service means
From greeting guests at the door to clearing the table at the end, I break down a 20-step process that defines what stellar service actually looks like. I’m not just talking about being friendly — I mean anticipating needs, creating moments of connection, and removing all the friction that distracts from a guest’s enjoyment. I show you how to train your team to deliver that kind of seamless, attentive experience every time.
The secret to making price irrelevant
One of my favorite lessons from “Secret Service” by John DiJulius is this: with WOW-level customer service, price becomes irrelevant. I explain how delivering consistent, unforgettable experiences can shift your guests' focus away from price and toward value — so they choose your restaurant time and time again, even when money is tight.
Own the experience, own your success
At the end of the day, it’s on you. Stop blaming guests, staff, or circumstances. Start creating an intentional, defined, and repeatable guest experience. Hire people who align with your mission, train them like pros, and lead with clarity. The payoff? Guests who feel seen, teams that stick around, and a business that thrives. Let’s make your restaurant the place everyone talks about — for all the right reasons. Ready to get started? I’m here to help you every step of the way.
Click the podcast player above to listen in, or you can watch the video on YouTube, click here to download the latest episode.
