A regular is one who frequents a particular location or establishment often. They become a face and name restaurant or shop owners remember, and often take a liking to.
In the hospitality and service industry, regulars are every management’s dream come true. They’re solid, dependable customers who for their own reasons love visiting your establishment and spending their money there. It could be for the service, the food, the cozy rooms your hotel offers, it doesn’t matter. What matters is that they keep coming back.
In the world of hospitality, regular customers are prized customers. Honest to goodness treasures who just by their presence usually have staff skittering around ready to wait on them hand and foot. Waiters remember not only their names, but also their favorite dish to order on a Sunday night, bartenders know when to pour them that double shot, the manager wavies off their dessert charge ‘just because,’ the reception clerk sees them approaching and beams “Your ocean view room is ready for you, Sir.”
“You have a job because they keep coming back. And, they keep coming back because you do your job well.” – Strong words from an instructor during a training session we once took when I was working in the hospitality industry. I’ve never forgotten it, and even now when I visit a new restaurant or store, how I’m treated there directly affects whether I’ll return there in the future. I think it’s safe to say we all pretty much feel the same about service.
That of course doesn’t compare to when I stop by my favorite cafe, or a preferred store, be it for books or a particular grocery item I need. When the huz and I do one of our impromptu cafe visits for coffee, there’s this one place we end up driving to more often than any other. And once inside, we feel like we’re actually at home. I adore every single one of the servers there. They’re professional and incredibly nice.
Some might say I’m paying for all that, and sure I am paying for food quality and service. But, when I finish my meal and a cup of mint green tea is set down in front of me without me having had to order it, or when the server whispers “You might not want to order the shrimp today. Unfortunately, we got it frozen and not fresh.” and then proceeds to suggest an equally delicious but less expensive dish, then I know my cash is not the focus. He’s being kind. You can’t put a price on thoughtfulness.
Moral of the story? I love being a ‘regular’, and I also love regulars.
When I was working at the hotel years back, the regular clients who stayed with us were my favorites, and when I could, I let them know that they were. Why? Because they made my job easier and more enjoyable. Like the rest of the staff I was comfortable with these customers just as they were comfortable with us. We weren’t strangers to each other, they weren’t nameless faces we wouldn’t recognize if they visited again, we weren’t staff who didn’t remember their names. It was a two way street, a relationship of sorts, familiar.
A few posts ago we announced a winner here on the blog. She’s a regular, as are many of you who we see stopping by to read and drop us those little notes of love.
DW has completed one month of online presence today (Happy One Month Birthday to us!) and as we said in that post, our regular visitors have not gone unnoticed. We know you’re here because we see you, and because we see you so often, we look forward to seeing you more. Your presence is motivating and we thank you for that.
Now, I’ve been wracking my brain for a way to thank all of you who have been visiting and commenting here, and I seriously came up with… zilch.
But, then I thought ‘They’re coming here to read, so give them more to read.’ (I’m really very clever like that aren’t I? And oh so original. *snort*)
It’s not much, but this story was something I began a while back and never got around to finishing (too much on my writing plate which was stressing me out, a busy life, kids, and woe is me blah blah blah). – I plan to publish this one for the regulars here and hopefully soon. For now, it’s just my little way of saying ‘thank you’, and we hope to keep seeing you here on DW.