I've owned and run many places. We basically stick to the tenant that 'we only get one chance to make a good first impression'. To do that we try to do the following:
1. Service. Get good staff and pay them well. They are our interface to our customers. We can make mistakes in so many ways, but when you have quality service staff, things are a lot easier to smooth out.
2. Ambiance. Proper air conditioning, cozy lighting, ventilation, music at the right level, good decorations, etc.
3. Clean CRs. Very few things say: "We Care about Customers" more than a clean CR.
4. Pricing. While our prices are a bit higher than our competitors, we have tons of 'specials' that demonstrate the difference between price and cost. If you're there for 1 or 2 drinks, your cost will be higher than if you went next door. However, we have a P350 'All you can drink for 3 hour program'. It is good in all of our places, so your're not stuck in one spot. We also have a 'Drink Passport' where, after you buy 10 drinks in any of our places, your next drink is free and all of your drinks for 1 night are 50% off. Then there are happy hours, contests and other special events.
5. We train our staff to remember that we don't pay their salaries - The customer does.
6. Know your customers. Try to remember names, what they like to drink, implement VIP programs, frequent 'drinks on the house', etc. Make sure they know the managers and the owner. If there's a problem (and they do happen), they should have direct access to the top.
The above has worked very well for us - and a lot of other places I don't own but frequent.
Edited by Subic, 18 August 2015 - 06:02 PM.