Guest, visitors, customers, pax – what do you call them? There are many benefits when you decide to go further, and work to make the people who enjoy your food and drink into a community - increased loyalty, increased spend, return visits and recommendations. PLus you're likely to get more pleasure from the work you do in the business.

In this interview, Ken Burgin talks with Suzi Dafnis, CEO of the Australian Businesswomen’s Network, about how they’ve built a community from a diverse range of members, and how that experience can be applied to a cafe, restaurant, club or bar. First there needs to be a willingness to be ‘community minded’, ready to engage with visitors as real people. You’ll also be actively listening and responding to what they want, and taking a leadership role to build the community through better communication, events, and product improvement. There’s a very optimistic feel to this interview – so much is possible with small steps. I hope you enjoy it!