Why Is It SO Important to Know Who Your Real Customers Are?

Why Is It SO Important to Know Who Your Real Customers Are?

Published: 5th February 2026

Video

In this video, we answer:

• Why is your restaurant empty even in a busy area?
• What is the real problem behind failed promotions and lower prices?
• Why is opening a luxury bag store in a wholesale market a bad idea?
• What happens when you don’t know who your customers are?
• How did a global coffee chain save millions by understanding its customers?
• What simple change turned delivery orders into pickups for the coffee chain?
• How much did the coffee chain save in delivery fees?
• Why did a fast meal place fail when placed too far from offices?
• Why did fried chicken fail on a fine-dining menu?
• What happened when a hot pot restaurant raised prices on its loyal regulars?
• What three questions should every restaurant owner ask themselves right now?
• What should your location, menu, service, and ads revolve around?

Key takeaways:

• Your restaurant is in a busy area, but it is still empty.You try promotions, lower prices, delivery — but nothing works. Want to know the real problem?
• The core problem.You might be selling to the wrong people. It is like opening a luxury bag store in a wholesale market. The crowd is there, but they are not your customers. If you do not know who your customers are, where they are, and what they want, everything you do after that will fail.
• Real-world example: The coffee chain.A global coffee chain realized their young office-worker customers hated high delivery fees. So they did something simple. They moved their shops closer to office buildings and turned delivery orders into pickups. This saved them 20 to 30 percent in delivery fees, put their brand right in front of customers daily, and let staff build real relationships. They went to where their customers already were.
• What happens when you get it wrong.Get it wrong, and you will see: Fast meals placed too far from offices lose busy customers. Fried chicken on a fine-dining menu gets ignored. A hot pot restaurant that raised prices drove away its loyal regulars. In each case, the business was serving the wrong people.
• The simple fix.So ask yourself right now: Who are my customers? Where are they? What do they really want? Your location, menu, service, and ads should all revolve around these answers. If you do not know, you are not just wasting money. You are risking your business. Know your customers. It is that simple.

Full transcript

(0:00-0:10) — Hook
Visual: Empty restaurant, owner looking stressed. Text on screen: “WHY IS NO ONE COMING?”

Audio (Voiceover, concerned tone):
“Your restaurant is in a busy area, but it is still empty. You try promotions, lower prices, delivery… but nothing works. Want to know the real problem?”

(0:11-0:25) — The Core Problem
Visual: Animation showing a luxury bag store in a cheap market. Then a fine dining restaurant next to a wet market.

Audio:
“You might be selling to the wrong people. It is like opening a luxury bag store in a wholesale market — the crowd is there, but they are not your customers. If you do not know who your customers are, where they are, and what they want… everything you do after that will fail.”

(0:26-0:50) — Real-World Example: The Coffee Chain
Visual: Map animation showing coffee shops moving closer to an office tower.

Audio:
“A global coffee chain realized their young office-worker customers hated high delivery fees. So they did something simple. They moved their shops closer to office buildings and turned delivery orders into pickups. This saved them 20 to 30 percent in delivery fees, put their brand right in front of customers daily, and let staff build real relationships. They went to where their customers already were.”

(0:51-1:10) — What Happens When You Get It Wrong
Visual: Quick case study snapshots: 1. Fast meal place too far away, 2. Fried chicken failing with older crowd, 3. Hot pot restaurant raising prices and losing regulars.

Audio:
“Get it wrong, and you will see: Fast meals placed too far from offices lose busy customers. Fried chicken on a fine-dining menu gets ignored. A hot pot restaurant that raised prices drove away its loyal regulars. In each case, the business was serving the wrong people.”

(1:11-1:20) — The Simple Fix and Call to Action
Visual: Text checklist: 1. Who are they? 2. Where are they? 3. What do they want? Logo appears.

Audio:
“So ask yourself right now: Who are my customers? Where are they? What do they really want? Your location, menu, service, and ads should all revolve around these answers. If you do not know… you are not just wasting money. You are risking your business. Know your customers. It is that simple.”

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