HOSPITALITY
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PLANS
FAQs
Can I talk to somebody before I buy? How do I sign up?
Absolutely. You are encouraged to schedule a call with us here. We love talking to prospective partners and strategising the best plan for your business. If you want to dive straight in, pick a plan above to get started. We’ll ask you for a few basic details. Then you’re all set to go.
What's your refund policy?
All sales are final. There are no refunds. We commit significant costs to cleaning, enriching, and analyzing your guestbook. However, if you’re unsatisfied with our work, we promise to make it right. We’re here to build long-term relationships with operators committed to doing things differently in the industry. Our work will always speak for itself.
What platforms do you work with?
We work with Tock, Resy, OpenTable, Seven Rooms, Stripe, and Square. As long as you can export your guestbook as an XLS or CSV file, we can work our magic. Get in touch if you’re unsure.
What counts as a data source?
Any platform or place where you’ve got customer data (e.g. your email list, POS system, third-party event software or online shop). Our pro and premium plans allow you to work with 3 and 5 additional data sources in addition to your guestbook. This lets you get a clearer, more holistic view of your business and customer base that we can use to personalise our analysis, upsells, etc.
What is a guestbook cleaning? How long does it take?
Cleaning a guestbook includes removing all duplicate entries (e.g. name, email, phone), fixing any structural errors (e.g. misspellings, column label errors, capitalisation), auditing all missing data (e.g. what emails, phone numbers, and names you’re missing) and properly formatting your guestbook (e.g. in a CSV or XLS file) so it is ready for immediate upload to your platform of choice (e.g. Resy, Tock, SevenRooms, OpenTable, Square, Stripe). The timeline depends on your size (e.g. # of customers) and the state (e.g. how ugly are we talking?) of your guestbooks. Cleanings range from 30-90 days. We will work with you 1-on-1 to give you a proper timeline based on your situation. Requests for additional guestbook cleaning will be charged at the starter package rate on the day they are made.
What is guest enrichment? How long does it take?
Guest enrichment includes generating a 100-word biography (e.g. education, lifestyle, likes), occupation (e.g., what they do for work), and location information (e.g., where they live) for each guest. With it, you and your team will know your guests more deeply and personally. We try our best to enrich every guest, but some will not be able to due to missing information, age, or a lack of internet profile.
How does guest scoring and tagging work?
We score your guests based on a proprietary formula – considering their LTV, AOV, # of visits, occupation (e.g. what do they do for work?) and location information (e.g. are they local?). We will work with you to set the weights of each variable (e.g., 50% of the score driven by my last 12 months on spending) so the score reflects the type of customer, behaviour, and spending patterns you are trying to attract more of.
Data-driven milestones inform guest tags. We’ll create them with you and your team (e.g. if a guest has zero visits in the last 12 months but an LTV >$1,000, label them a churner) and adapt them over time if necessary. The idea is to segment your guestbook based on behaviour and understand what stages of loyalty each of your guests is in (e.g. regular, whale, churner). We will update these tags quarterly as new spending and behaviour data come in.
What plan should I choose?
At a minimum, you should clean and enrich your guestbook annually (e.g. purchase our pro plan 1x/year). However, we recommend all our partners clean and enrich their guestbooks bi-annually (e.g., every six months). After all, people change jobs and move cities and emails constantly. You want to ensure you’ve always got the most accurate view of your top guests, and newest customers and can reach them directly. That is how your hospitality will stand above the rest.
With that in mind, our premium plan provides you with year-round cleanings (4 per annum, 1x per quarter), enrichment, and advanced analytics on your top guests that you can use for upsells. All for $20K/yr. This is the best bang for your buck. It gives you peace of mind that you’ll always be working with a clean and enriched guestbook. You’ll have the most accurate view into the ever-changing nature of your guests and business, plus the opportunity to be strategic in marketing personalised upsells to your highest potential patrons.
What’s included in the Starter plan?
With the starter package, we will complete a one-time clean of your guestbook. This process includes removing all duplicate entries (e.g. name, email, phone), fixing any structural errors (e.g. misspellings, column label errors, capitalisation), auditing all missing data (e.g. emails, phone numbers, and names) and then properly formatting your guestbook (e.g. in a CSV or XLS file) so it’s ready for immediate upload to your platform of choice (e.g. Resy, Tock, SevenRooms, OpenTable, Square, Stripe). Requests for additional guestbook cleaning will be charged at the starter package rate on the day they are made.
What’s included in the Pro plan?
The pro package includes everything in the starter package. Plus, you can connect up to 3 data sources in addition to your guestbook (e.g. POS, email list, third-party event platform) for a more holistic view of your customer base. We’ll also update missing data from your guestbook (e.g. expired emails, missing names) and enrich guest profiles with a 100-word biography (e.g. education, lifestyle, likes), occupation (e.g. what they do for work) and location information (e.g. where they live)
What’s included in the Premium plan?
The premium package includes everything in the pro package. Plus, you get 4 guestbook cleans per annum, which means we’ll clean your guestbook every quarter so it stays fresh, relevant and correct. You can connect up to 5 data sources in addition to your guestbook (e.g. POS, email list, third-party event platform, DTC subscription, online store) for a more holistic view of your customer base. We’ll also score your guests based on a proprietary formula – taking into account their LTV, AOV, # of visits, occupation (e.g. What do they do for work?) and location information (e.g. Are they local?) – and tag them based on the most recent trends in their purchasing behaviour (e.g. are they a regular, whale or churner?). Finally, we’ll suggest personalised guest-by-guest upsells for you based on their tag and score (e.g. this guest is a local CEO who’s been coming in a lot with his family and friends. They’d be an excellent fit for a private corporate event. We should invite him to bring his executive team in next quarter for a celebration).
How do suggested upsells work?
Based on our proprietary scoring system and guest tags – plus the other products you want to sell to your customers (e.g., events, wine club, merch, trips, membership) – we will recommend what upsells best suit each guest based on their past behaviour, consumption patterns, professional profile, and proximity to your business. The idea is simple: let’s give guests the things they want most before they even have to ask for them. That’s the real magic.
Do I have to submit assignments? How do I complete the work?
We want you to go deep, be vulnerable, and do the work because it’s valuable to you. Not because you want a grade or recognition.
Can’t I find this material online for free?
What does a typical week look like?
We ask you for 5 hours per week. Our goal is for you to learn about yourself, form deep relationships, and have a sh*t ton of fun.
While we won’t prescribe a specific schedule, we believe in the power of a balanced routine. Here’s a suggestion for how you can structure a typical week:
Saturday: ‘3-2-1’ Readings [45 minutes]
Read 3-2-1 Module the moment it comes out. Consume Reading #1 and #2. Jot down notes, aha moments, and questions in your central document.
Tuesday: Submit Reflection [30 minutes]
Answer that week’s breakout questions. Submit by 9 PM CT on Google Classroom and share with your small group via Google Drive.
Thursday: Submit Frameworks [10 minutes]
Submit weekly framework by 9:00 PM CT via Google Classroom.
Friday: Founder Office Hours [45 minutes]
Book a 45-minute Office Hour Appointment with Cornelius + Cam. This is a fast-paced 1-1 coaching session where we attack your most urgent questions.
Sunday: Call a Breakouts Fellow [30 minutes]
Shoot a Breakouts Fellow a cold call or schedule a chat for the following Sunday. Our community is world-class.