Custom-Fit Service: Knowing How to Read the Room…or the Table!

Customer engagement ultimately comes down to understanding who’s sitting or standing across from you, and I saw this beautifully in action during a recent visit to a local café. The service is always good, but on this occasion I noticed one team member in particular who moved between tables with the ease of someone who truly got it—each interaction tailored perfectly to the group she was serving.

Let’s start with the families. You could see the school-holiday weary parents hoping to get through a meal in peace, while their kids had plenty of energy to spare. The team member ensured the kids were provided with table activities, engaging them with a smile, getting their orders out first, and even cracking a joke to keep them entertained while their food arrived. The parents, meanwhile, got to relax for a moment, feeling like they were being looked after as well. It was a win-win. When dealing with younger families, this balance of attentiveness and efficiency is key.

Now, compare that to her approach with an older couple out to enjoy a quiet breakfast. There was no rush. They were quite obviously regulars, so she stopped to ask how they were, how their day had been, and even enquired about their upcoming travel plans. Her curiosity wasn’t just surface-level—you could tell it was genuine, and that made all the difference. With this generation, it’s about creating a warm, personal experience. They want to feel heard and valued, and they appreciate the conversation. They aren’t in a hurry, so she gave them her time.

Then came the group of young Gen Zs. Now, if you know anything about this generation, it’s that time is of the essence! The team member recognised this quickly, kept things brief and direct, and pushed through their order without unnecessary small talk. A quick joke, sure, but straight to the point. This group didn’t want to wait—they wanted their order fast, and she delivered. They weren’t being rude; they just had places to be (or waves to catch), and the team member respected that.

So, what’s the takeaway here? It’s not just about service—it’s about reading the room. Engagement means knowing when to chat and when to cut it short. In our Customer Service Excellence and Engagement Programs, we teach this very thing. It’s not enough to be friendly—you need to be adaptable. Whether you’re dealing with a time-pressed Gen Z crowd, a relaxed baby boomer couple, or a bustling family, your team should know how to meet customers where they are.

Think about it: if your team can master this skill, you’re creating an experience that feels custom-made for every single guest. That’s the kind of service that keeps people coming back. It’s also the kind that builds customer loyalty and gets people talking.

With the right training, you can empower your team to confidently engage with all types of customers—creating memorable moments that keep them coming back for more. It's about connection, and that connection looks a little different depending on the person sitting (or standing) opposite you.