Helen Kane

6 min read

The Guest Re-Engagement Workflow Every Venue Needs

Every venue has them: guests who came in once, loved the experience… and then disappeared. No bad feedback. No unsubscribes. Just silence.

It’s not personal. Life gets busy. But if you don’t stay top of mind, even your most satisfied guests can forget to return. That’s exactly why we built Marketing Workflows — to help you reconnect with guests who haven’t visited in a while, automatically and without extra effort.

In this post, we’ll walk you through how to set up a “We Miss You” journey using real guest data, not just open rates or click-throughs.

New to Marketing Workflows? In our previous post we introduced the feature and showed how it helps hospitality venues automate guest journeys based on real-life behaviour like bookings and visits. If you missed it, you can read it here to catch up.

Why Re-Engagement Matters

Let’s put it into perspective:

Acquiring a new guest is around 5x more expensive than keeping an existing one.
A lapsed guest has already shown interest, made a booking, or logged into your Wi-Fi. They just need a reminder.
Every week without follow-up reduces the likelihood of a return visit.

The good news is that with the right timing and messaging, you can bring them back. And now you can do it automatically, freeing up time for your team while increasing repeat visits.

Build the “We Miss You” Flow in Minutes

Goal: Reach out to guests who haven’t visited in 30 days with a personalised message and booking prompt.

Step 1: Create a New Workflow

Head to the Marketing CRM and click Workflows → Create New Workflow.

Managing multiple venues? You can create one workflow across all your locations, or build separate flows tailored to each venue’s tone, offers, and guest preferences.

Step 2: Add a Trigger

Choose Wi-Fi session created.

This links directly with Guest Wi-Fi, so the flow starts automatically when a guest connects. Since their data is already captured, you don’t need to collect anything manually.

Step 3: Add a Conditional Wait

Insert a wait step that checks for a booking within the next month. This gives your guests a chance to return on their own before sending anything.

Step 4: Check Their Status

Has the guest made a booking during that time?

If yes, end the workflow. You can add a tag such as “Re-engaged naturally” for reporting and future targeting.

If no, continue to the next step.

Step 5: Send a Personalised Email

Send a friendly message by email such as:

“We’ve saved your favourite table. Come back soon — your next drink’s on us.”

Include:

A clear call-to-action (e.g. “Book now”)
Optional incentive (a discount or free item)
Personalisation like name, last visit, or preferred venue

The email builder inside Workflows works just like the drag-and-drop builder you’re already familiar with in the Stampede Marketing CRM, so there’s no need to learn anything new.

Step 6: Wait for Booking

Add another wait condition. If a booking is made within a set time frame after the email, continue.

Because Stampede’s Booking system is fully integrated, this step happens automatically. There’s no need to check manually or connect a third-party tool, everything is tracked and synced within your workflow.

Step 7: Add a Tag

If the guest makes a booking, tag them as Re-engagement successful. If not, use Re-engagement unsuccessful. This makes future segmentation and reporting easier and also integrates with segments for follow-up campaigns.

Bonus Tips to Boost Performance

A/B test your emails. Some guests may return without an offer, just a simple nudge with a new menu item.
Adjust timing based on customer type. For example, more frequent diners may respond better with quicker follow-ups.
Incorporate Stampede Loyalty and Rewards to boost long-term retention. Instead of one-off discounts, offer guests loyalty points or exclusive perks for returning. This builds stronger connections and gives them a reason to come back again and again.

What You’ve Achieved

With just a few steps, you’ve built a smart re-engagement system that works in the background. It reconnects with lapsed guests using real data and well-timed messages, without any ongoing manual effort.

You’re reaching people who already like your venue and giving them an easy reason to return.

There are no spreadsheets, no data exports, and no platform-switching. Just one smooth, joined-up system.

Want Help Setting It Up?

Book a free demo and we’ll help you build your first workflow. We’ll also share examples tailored to your venue and customer style.

If you already use Stampede Wi-Fi, Bookings, and CRM, you’re most of the way there. That’s the advantage of using a connected system — everything works together, straight out of the box.

Book a demo now →

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