How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet?
Do you treat them as a $$$ sign or just a one-shot deal? Do you treat them as a burden because you will need to deal with their questions?
Or do you treat them as a valued resource that will help you build your business? Do you treat them as kindly as you would you treat your grandma?
Definition of a Customer*
- One that purchases a commodity or service
- An individual usually having some specified distinctive trait
Example: A real tough customer
Definition of a Guest*
- A person entertained in one’s house
- A person to whom hospitality is extended
- A person who pays for the services of an establishment (as a hotel or restaurant)
You should clearly see the difference.
Our place of business should be treated as if it was our house. Treat all the people that enter it as if they are family and you appreciate the effort taken to come here.
When you have family coming to your house for a holiday meal, do you make a separate trip to the bakery to get that special cake that Mom likes or raise the heat because grandma is always cold? Do you help your family to and from the car with their packages? Do you focus first on what their needs are before your own?
So, do you have customers or guests?
*Adapted from the author’s book “Earn More Tips On Your Very Next Shift…Even if You’re a Bad Waiter”
*By permission. From Merriam-Webster’s Collegiate® Dictionary, 11th Edition ©2013 by Merriam-Webster, Inc. (www.Merriam-Webster.com).
Copyright © 2017 Steve DiGioia