Special Treatment for Regular Customers in Different Cultures

Regular customers at a restaurant often receive special treatment for several reasons. These can include personalized service, loyalty programs, priority reservations, exclusive offers, feedback and engagement, and community building. Let's explore how these aspects manifest in different cultures, using my experiences in Taiwan, the US, and Japan as illustrations.

Personalized Service

US and Japan: In the United States and Japan, staff may remember regular customer's names, favorite dishes, and preferences, creating a more welcoming and personalized experience. While it is not uncommon for you to be served by a different person every time in restaurants with heavy turnover, such as fast food chains, regular customers in establishments with long-term staff are generally greeted with a friendly nod and pleasant exchanges. Servers often remember previous orders and may offer small discounts or recommend specials based on past preferences. However, discounts and freebies are typically not the norm, and such perks are only occasionally offered as a good gesture.

Taiwan: On the other hand, the approach in Taiwan is more about maintaining the restaurant's reputation and customer base. Regulars are recognized and may receive a friendly smile, but the expectation is different from the US and Japan. Staff might feel that it is acceptable to prioritize new customers, especially those who might bring in more business due to better service, food quality, or special discounts. The reasoning behind this is that if the new customers are pleased, they are more likely to return, and the existing regulars should not mind being served last, as they are accustomed to this arrangement.

Loyalty Programs

While loyalty programs are widely adopted in the US and Japan, there might be fewer formal programs in Taiwan. In the US, loyalty programs offer rewards or discounts to regular patrons, encouraging them to return. Forms of loyalty can range from digital apps to physical punch cards. In Japan, many restaurants have similar programs, often coupled with personalized service and special events. Meanwhile, in Taiwan, loyalty incentives are less common, and the focus tends to be more on maintaining customer satisfaction and repeat visits through a balance of quality service and food.

Priority Reservations

US and Japan: Many restaurants give priority to regular customers, especially during busy times. This not only ensures that returning customers get a table when they need it but also fosters loyalty. Moreover, the restaurant benefits from consistent positive feedback and recommendations from regulars who are satisfied with their dining experience.

Taiwan: In Taiwan, while priority seating is not uncommon for regular customers, the approach is more about maintaining a balance between new and returning customers. Staff might feel that giving priority to new customers could bring in more long-term regulars, which is seen as beneficial for the restaurant's growth and reputation.

Exclusive Offers and Community Building

US and Japan: Exclusive offers, such as limited-time menu items or special events, are common for regular customers in the US and Japan. These special touches create a sense of exclusivity and appreciation. Additionally, building a community around the restaurant is encouraged, with events like happy hours, theme nights, and regulars-only promotions.

Taiwan: Exclusive offers in Taiwan might focus more on maintaining a balanced service for everyone. While the restaurant still aims to foster a community, the approach is more about ensuring that every customer, including regulars, feels valued and treated fairly. Special events or menu items might be more about the quality of the experience rather than creating a competitive edge by offering exclusive deals to regulars.

Feedback and Engagement

US and Japan: Regulars in the US and Japan are often encouraged to provide feedback and their opinions are valued. This helps the restaurant to improve its service and offerings. Regulars feel appreciated and are more likely to recommend the restaurant to their friends and family. Feedback can be solicited through surveys, suggestion boxes, or even informal chats with the staff.

Taiwan: In Taiwan, building a strong relationship with regulars is important. However, the focus might be more on providing a consistently good experience rather than soliciting explicit feedback. While staff might value regulars' opinions, these may not be formally requested as often as in the US and Japan. The idea is to keep the customers happy and coming back without overwhelming them with requests for feedback.

Overall, treating regular customers well can enhance their dining experience and encourage repeat business. The approach varies across cultures, with each restaurant balancing the needs of current and potential customers in a way that feels authentic and respectful.