Guest card
The guest's order history, rating, staff notes, and how this helps when working with delivery.
A guest who has ordered delivery at least once gets a card. It exists not for the sake of a database but for one question before a call: is this person new to us, or is this the hundredth time.
What is in the card
- order history: when, for how much, what they ordered;
- rating — how the previous order went;
- staff notes: “ring intercom 24”, “no cutlery”, “waited an hour last time, we apologised”;
- tags — short marks visible right in the list.
Where it opens
From the order card at the register and from the venue screen in “Plus”. There is no separate “customers” section with mailings: the card lives next to the order, because that is where it is needed.
How to use it
A rating says “it was bad”, a note says what exactly. One line, “forgot the sauce last time”, saves the next order better than three stars in the history.
Before a difficult conversation with a guest it helps to open the card: you see whether this is the first order or the twentieth, and what happened last time. This changes the tone of the conversation and often settles the matter without compensation.
What is not here
POSitive has no loyalty programme with cards and points. For discounts to regular guests there are coupons and promo codes, for paying with points — an external programme.