“Boomers” Will Challenge the Customer Experience. by John Hendrie

This appetite has been whacked a bit with the recent few years, as everyone has become a bit saner and less profligate, but, as the economy continues its’ turn and the Boomers begin to dial back from the business of work, they will start to direct and demand Experiences which are meaningful from Hospitality providers.  To be successful, you will need to adapt and be more in tune with basic needs of this generation –requirements answered in design of your facilities and your product, and your sensibility.  That’s right – the Boomers are aging with all the attendant alterations and malfunctions of that process.  They do not like it, will try to forestall it, but, ultimately will accept it, like a weed in the garden or a rude teenager.

The get up and go has begun to be gone.  For me, it started around  age 40, when I was suffering from the “newspaper stretch” and needed spectacles.  I have seen it on the tennis courts with aces fewer and rushes to the net faltering and way short, falling into that “no man’s land”, mid-court.  My sons think my hearing has gone.  Upon testing, I actually have acute hearing, diminished by levels of conversations.  Other than that, I am a good lookin’, cookin’ guy (with all my hair).

I am not unique; perhaps, just more honest, and,  as I visit restaurants, hotels, entertainment venues, recreational sites and retail stores, I see the enemy, and, it is us.  If Hospitality providers want our money and interest, they smartly should become attuned to our needs.  Boomers are a big chunk of your business.  Adapting will not require huge investment.

Here are some things to think about.  Restaurants are always a good target.  I like menus – colorful, elegant, boasting fine entrees and ingredients, with pricing.  I’d like to be able to read it, though.  Ambiance is always important – Frank singing in the background, the A/C streaming comfort, romantic lighting and lively conversation.  I think you may see where I am going with these points.  Janet Forgrieve had a nice Blog regarding the restaurant challenge, with some answers.  Shopping at the Mall, I go through the racks, checking labels, distinguishing not only clothing content, but where manufactured.  Plus, I seek the price on those tiny little tags.  I hate to shop, and, as I age, I dislike it even more.  All Hospitality businesses present some sort of bill and/or receipt.  Check out the size of the print for those of us visually challenged.

This is not a rant, only an advisement.  Small changes would make our lives so much more meaningful, and the changes are not costly.  Take a look around your establishment and property.  Perhaps, you will exclaim, “I can see”, just like the blind man.  It is all about the Customer Experience.  Your Customer does age gracefully – help them along!