Charcoals & Flames: Restaurant and Grill

Prepared by: Shavana Smith, Marketing Representative

Prepared for: Miss Theresa Chin, Owner of Charcoals & Flames Restaurant and Grill
Date: Friday, April 5, 2019
Subject: Marketing Initiatives for the month of April 2019

Goals:
1. Build brand awareness
2. Increase customer base and retention
3. Rebuild relationships with customers

1. Build Brand Awareness

1.0 This can be achieved through the use of Social Media, Courtesy Calls and on the ground
promotions/interaction.
Posting more often to inform and engage fans online. As well as, conducting courtesy calls
with a well-written script and on the ground flyer distributions.
In addition, hosts special events at the restaurant and promote catering service. Partner with
major events like festivals (all day events), where persons will eat all day. Eg, Kingston Curry
Festival coming up in May.
Offer catering for weddings by partnering with wedding planners. (May Activity)
Communicating with corporate organizations to deliver lunches or catering for special
occassions.

2. Increase customer base and retention

2.0 One way to achieve the following is to be a little more personal. The implementation of
courtesy calls, great customer service and posting content that shows your personal but engaging
side is a great way to achieve this.

3. Rebuild relationships with customers

3.0 Create a space and community where your customers feel a part of the organization, and
where they can be ambassadors indirectly. This can be achieved through agreed Birthday Club,
suggested name​ “Flame Club”​, be engaging on and offline. For example; Be courteous, pay
attention and even surprise frequent diners with free appetizers, Soup (already agreed on) or call
them by name.

Monitoring and Reporting

To gather useful information, it is recommended that customer service rep compile a spreadsheet
database of clients’ information and note where they have reached out. This is to be done so that
Charcoals and Flames, not only have a customer’s information to actively engage with but to
also who are loyal and maybe gather useful feedback to improve operations, etc.

A monthly social media report will be provided to monitor content, users and page activities.
Courtesy Call Script:

Time: 11:00am to 11:45am

Charcoals & Flames:

Hearty good morning to you! This is <NAME> calling from Charcoals and Flame restaurant, located at 9
West Kings Road, Kingston.
Is this ______? We’d like to send you our personal thank you for dining with us through Gustazos
recently. Have you decided on what to have for lunch as yet?

Wait for the client to respond.

If no respond by saying;

Awesome! We know you must be hungry! We want to introduce to you our “2 for you” lunch special,
where you get two lunches for just $1500.00 JMD.

You can start your lunch with a FREE serving of soup then, choose between having Jerk Chicken,
Escoveitch Fish, Pork and Roast Yam or a Beef Burger.

We’d love to have you dine with us and save with this promotion.

Listen if the client has any comments

If yes respond by saying;

No problem! We’d love to have you dine with us soon!

We’re currently having our 2 For You Lunch special for the month of April. We offer our lovely guests a
FREE serving of soup to start their lunch then, they can choose between having any two of the following
for just $1500.00 - Jerk Chicken, Escoveitch Fish, Pork and Roast Yam or a Beef Burger.

Please feel free to visit our social media pages for details @charcoals.flame on Instagram and Facebook
or visit us at 9 West Kings House Road, we’d love to have you.

Have a great morning!

Please comment and make suggestions on the above.