The Regulars Phenomenon

I wanted to share a couple of paragraphs from the book Smart Moves Management by John Thedford.  The following insert comes from a chapter in John’s book addressing engaged customers.

“In the restaurant and bar business, there’s a group of people known as the regulars. These are the people who, for example, show up every Friday night at about the same time and, to a person, order just about the same meal and drinks.  The manager, the waitstaff, and the regulars often know one another by name and certainly by sight.  The waitress walks up to the table and asks, “The usual”?

Regulars bring friends to their favorite place.  They recommend and refer thereby improving the business.  Everyone is still doing business, but you’re in each other’s lives supportively; some would even say you’re actually friends.”

I want us to take a step back and look at daily routines and customer service habits in our stores.  Do we currently have customers that qualify as “The Regulars”?  Do our customer service habits create more regulars?  If we keep these two questions in mind as we make decisions we will have more engaged customers over time.

The aim of marketing is to know and understand the customer so well that the product or service fits him and sells itself.- Peter Drucker

Have a great day…Louis





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