Frequently Asked Questions - Program Information

Frequently Asked Questions - Program Information

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What is your cancellation policy?
Who sets up my welcome, birthday and anniversary emails?
What is an "additional email" or an "email campaign?"
Can I maintain multiple lists for different types of messages?
Can I look at an email that I've already sent?
How does Fishbowl know when my email is ready to send?
Can guests print out my emails more than once?
Are the emails that I send my guests SPAM?
Will my email look like it is coming from my restaurant?
Can I do a guest survey?
Can I send an e-newsletter?
Can I upload a photograph into my email?
Can I plan my email campaigns ahead of time and save them?
How can I make Fishbowl work for me?
What do guests need to provide me?
Why would my guests want to sign up to receive my emails?

Q: What is your cancellation policy?
A: You must provide 60 days notice in writing. Your automated loyalty emails will continue to send during this timeframe, and you may continue to send out email campaigns. For 31 days following the end of this 60-day period, we must keep the "Unsubscribe" link active for any members who wish to unsubscribe. After that point, we will provide you a cleansed copy of your database.

Q: Who sets up my welcome, birthday and anniversary emails?
A: We'll do that for you! Just complete our Set-up Fax-In form to 703/836-3422 or speak with your Local Marketing Partner or Customer Service representative and we'll take it from there.

Q: What is an "additional email" or an "email campaign?"
A: These are the emails that you choose to send out in addition to any of the standard program emails. You choose the occasion, you choose the design and content and you choose the send date. To send additional emails, click on Emails and select Compose New Email. Not sure what kind of email to send? Browse our design library categories to get the creative juices flowing. Or, click on Emails and use the Event Calendar and Promotional Ideas to find ready-to-use marketing messages as a starting point.

Q: Can I maintain multiple lists for different types of messages?
A: Yes. All members are joined to your General Mailings list. In addition, you can offer up to two additional opt-in lists on your web site join page, allowing members to check the box if they want to hear from you with special content. Examples of this could be a Wine Dinners list or a Catering Specials list.

Q: Can I look at an email that I've already sent?
A: Whether sent or in progress, your emails are automatically saved. To view a sent email, go to the Edit Emails and scroll down to Sent Emails – you can tab through the table to view sent messages, and click on the “view” icon to see the message. You can also go to Search Emails and type the name or subject of the email if you are looking for a specific message.

Q: How does Fishbowl know when my email is ready to send?
A: When you click the Approve and Send button, the email is automatically scheduled to be sent at the date and time and to the locations you have chosen.

Q: Can guests print out my emails more than once?
A: Yes, but we suggest you require a minimum purchase, include a "tight" expiration date of 14 to 30 days and other restrictions to mitigate this issue, such as "May only be used once," and/or "One certificate per party." Having said that, you only stand to gain if your guest redeems your email (with all the suggested restrictions) more than once. It's one more time that your guest comes into your restaurant than s/he would have otherwise.

Q: Are the emails that I send my guests SPAM?
A: No, they are not SPAM. SPAM is email which has not been requested by the recipient. Your email program is completely permission-based, meaning that your guest has asked to be joined to your restaurant's email program.

Q: Will my email look like it is coming from my restaurant?
A: Yes, your email will always include your restaurant's logo and store information at the bottom.

Q: Can I do a guest survey?
A: No. Surveys are not presently offered.

Q: Can I send an e-newsletter?
A: Yes, you may send an e-newsletter to your email list. When you are composing your email, on step 2 you will choose your Layout – make sure you select a Newsletter style Layout.

Q: Can I upload a photograph into my email?
A: Yes, you can upload a photo into your email campaigns. When you are composing your email, on step 2 you will choose your Layout – make sure you select a Layout with Pictures. If you upload a photo larger than the pre-set size, it will be resized automatically to fit the space. There is no additional cost to include a photo in your email.

Q: Can I plan my email campaigns ahead of time and save them?
A: Yes. That's the beauty of Fishbowl. You can set up your emails for the next three, six, twelve months, whatever, and not touch the program until your last email is sent (but you will have the option to go back and edit at any time prior to its send date). Fishbowl can also suggest ideas for upcoming holiday and events and link you directly with pre-assembled copy and design, which you can send as is or edit to your liking.

Q: How can I make Fishbowl work for me?
A: Build a big list. Motivate and train your staff to collect email addresses. Add the collected email addresses to your list in a timely manner by either: (a) manually entering those addresses by going to Members and then clicking on the Add Member link or (b) mailing the completed in-store sign-up slips using the postage-paid, pre-addressed data entry envelopes on a weekly basis.

Q: What do guests need to provide me?
A: On an in-store sign-up slip or business card, they need only provide their first and last names, email address and birthday (which will trigger an automatic email on their birthday).

Q: Why would my guests want to sign up to receive my emails?
A: They like your business. They want to hear from you. They want to receive emails from you, including the welcome and birthday emails. They want to receive exclusive offers from you. They want to hear news of your business, i.e., new menu, special events.