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Reason codes

The short list of reasons your staff can pick from when something needs explaining — a complimentary dish, a no-charge item, a cancellation.

Why a list rather than free text

Typed reasons cannot be counted. "On the house", "comp", "manager said ok" and "cx unhappy" are four spellings of one thing, and no report can add them up.

A fixed list makes the question answerable: how much did we give away last month, and why. That is the whole purpose — the reason is not paperwork, it is the thing that turns a lost sale into information.

What a reason carries

A short code, a description, and a type — such as complimentary or no-charge. Reasons can be filtered by type, since a list that grows covers several different situations.

Deactivating rather than deleting

A reason you stop using is deactivated, not removed. It stays attached to everything already recorded against it, so last quarter's figures still explain themselves.

Keep the list short

A long list gets picked from carelessly. If everything ends up under one catch-all reason, the list is either too long or missing the option people actually need.

  • Insights — revenue leakage, which is where these reasons add up
  • Taking an order — where a complimentary item is recorded