Why Is This Restaurant Emailing Me Like We’re Friends?
A version of this post originally appeared in Eater Today, which spotlights the freshest news and stories from across the food world every day. Subscribe now. Recently, after I wrote about the tedious nature of making reservations these days, several readers emailed me to express
The lines between personal and professional communication are blurring in the restaurant industry, and it's got concierges like you wondering what's behind the scenes. This trend of restaurants emailing customers as if they're friends is becoming increasingly common, and it's likely a deliberate marketing ploy to build brand loyalty and create a sense of familiarity.
Restaurants are trying to cut through the noise and establish a direct connection with customers, often using informal language and tone to make the experience feel more personalized. This approach can be effective in fostering a sense of community and encouraging repeat business, but it also raises questions about the boundaries between personal and professional relationships. As a concierge, you're likely no stranger to the art of building rapport with clients, but it's interesting to see restaurants trying to replicate this dynamic through email.
What's worth watching next is how this trend evolves and whether it leads to increased customer engagement and loyalty. Will restaurants be able to strike the right balance between being friendly and being professional, or will the tactic come across as insincere? As a concierge, you might want to pay attention to how your clients respond to these kinds of emails and whether they're more likely to book a table at a restaurant that's made an effort to build a personal connection.
Originally reported by eater.com. ConciergeNews adds analysis for food & drink readers.