Restaurant Social Media
Does it matter....?
A customer is defined as……
• Someone who pays for goods or services
• Someone who makes use of or receives the products or services of an individual or organization. ...
• Groups or individuals who have a business relationship with the organization--those who receive and use or are directly affected by the products and services of the organization. ...
• Usually meaning the purchaser, organization, or consumer after the sale. Prior to the sale is usually referred to as a prospect.
A guest is defined as……
• A visitor to whom hospitality is extended
• A customer of a hotel or restaurant etc.
Does it matter that so many refer to our livelihood as customers? Is it just silver tongue manipulation to switch the paradigm to guests. Isn't taking care of guests different than take care of customers?
• Someone who pays for goods or services
• Someone who makes use of or receives the products or services of an individual or organization. ...
• Groups or individuals who have a business relationship with the organization--those who receive and use or are directly affected by the products and services of the organization. ...
• Usually meaning the purchaser, organization, or consumer after the sale. Prior to the sale is usually referred to as a prospect.
A guest is defined as……
• A visitor to whom hospitality is extended
• A customer of a hotel or restaurant etc.
Does it matter that so many refer to our livelihood as customers? Is it just silver tongue manipulation to switch the paradigm to guests. Isn't taking care of guests different than take care of customers?
Replies to This Discussion
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Permalink Reply by Carol Ott on -
I'm not much for buzzwords....I treat everyone the same when they walk through the door -- no matter what others want to label them.
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Permalink Reply by Brent DeMesquita on -
Early in my career I would have made the comment that someone is working on a PhD and is looking for new semantics to argue. What does it matter if they are a customer or a guest? They are spending their money in our restaurant. Now in this age of heavy competition both with other foodservice, and other opportunities outside of restaurants to purchase a meal or meals, I would say the difference is critical. Every restaurant that wishes to differentiate itself from everyone else needs to view the customer as a guest. Survival depends on how well you can teach this to your employees and get them to believe it. The culture and the training of that culture to it's employees is what defines a company or singular restaurant to the guest. It is part of what makes them desire to walk into our door (in addition to the great food and clean environment). In this age where we all need the guest to walk in the door, we had best realize they can choose many other places to eat and the true hospitality that we offer can make the difference in where they choose to go.
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Permalink Reply by Amanda Vroom on -
I am bummed...I responded to this early this morning and something happened because my early morning insight is now gone. Darn, now I have to dig deep and do this all over again.
How can we in the restaurant industry just refer to people as customers? They chose our establishment over many others to come relax, get a meal or beverage, and enjoy themselves. This makes them a guest, not a customer!
A customer is a consumer of goods. Last time I checked we served burgers and beer. Not clothing and electronics. Defining the people who walk in our door as a guest makes it more personal, meaningful, and important to our success. We make an effort to get to know them, take care of them, and bring them back. If we do all of this and then refer them as a customer, I think we make them sound unimportant and replacable.
Anyone can walk into a place and get food, service, and a drink. Guests walk in, feel welcome, part of the great atmosphere, and contribute in ways that they don't realize but are important to us and our success. They tell us when we aren't on our game. They tell us when they are completely happy.
Customer or guest...which would you perfer in your restaurant??
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Permalink Reply by Carol Ott on
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Everything I do in my place is based not on transactions, but on relationships. Whether it's an interaction with a delivery guy, a salesperson, or a customer -- it's all about the relationship...either in that moment or (hopefully) one that will last over a period of time. Not much I do is based on transactions, and I suppose that's because my cafe is a one-person operation (well, two, when I have an employee working with me) so it has to be that way. Relationship building is what I do best, next to making coffee.
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Permalink Reply by Andy Swingley on -
Carol, you are obviously an exceptional operator and executor of your business and a great contributor to this network!
I do think "others" see the difference in a guest and a customer. If someone is a guest I believe they get hospitality and when they are a customer they get a product or service. I believe it is an important paradigm to teach others in the business that there is a difference.
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Permalink Reply by Amanda Vroom on
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Carol what you do on a daily basis is absolutely not transactional....it is transformational!
Atleast that is what we call it in our company. We try so hard in training to show people how important this type of thinking is and how is can truly change the entire environment and way we do business everyday.
I would be proud to be on your team any day!
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