Why today’s young people will choose your business over another

Today’s young people do not choose at random where to buy, eat, book a service or arrange a treatment. They compare options, look things up on Google and scroll through social media before deciding. They expect the entire experience to be simple from the very first click.

They choose businesses that communicate in the same way they do and remove unnecessary friction. When a brand aligns with how young people think and live, there is no need for pressure or relentless advertising — the choice happens naturally.

1. They do not like phone calls

A simple truth stands out: young people do not like making phone calls. It is not about shyness; it is about efficiency and habit. They are used to booking online, ordering food through apps, and resolving queries via chat.

If booking a service or a table requires a phone call, they are likely to look elsewhere. When businesses allow booking through Google, a website, WhatsApp, or a quick online form, the process can be completed in seconds. No waiting, no dial tones, no “please hold” messages, no awkward conversations.

Young people expect interactions to be fast, direct, digital, and frictionless. If a company complicates the process to provide information or discuss prices, another business offering a smoother experience will naturally be chosen. This is where effective client communication becomes essential.

2. Google Maps is their main shop window

While older generations relied on physical shop fronts, young people turn to Google Maps. Before visiting a venue, they check real photos, the atmosphere, menus or services, approximate prices, reviews and business responses, and location accessibility.

Neglected Google listings — those without photos, accurate information, or working links — are often dismissed in favour of listings that are complete, clear, and up to date.

What do young people expect to see on Google Maps? They want to understand everything at a glance. They do not want to spend half an hour searching online for a menu or price list. It applies to all types of businesses.

3. Price transparency

Whether searching for a dentist, a gym, a hairdresser, or a physiotherapy centre, young people do not want to request prices individually, send multiple messages, or make several phone calls. They are more likely to choose businesses that are clear from the start, provide indicative pricing, and explain exactly what each service includes.

This transparency builds trust — the foundation of any brand choice. When prices are hidden or complicated, young people may assume that something is being concealed, that the cost will be higher than expected, or that there will be attempts to upsell.

4. They expect quick responses

Quick responses do not mean being available 24/7, but young people do not want to wait days for a reply. If a message goes unanswered for a week, they have likely already chosen another business. Competition is high, time is limited.

They expect replies within a reasonable timeframe, clear information, and clearly stated support hours. Outdated approaches such as “Better call us”, “Send us an email” or “Come in and we will explain” often drive young people away. They prefer to get answers via the same channel they reached out through — simple, direct, and convenient.

5. Working links and updated social networks

For young people, small details can strongly influence trust: broken links, pages that fail to load, outdated menus, inactive social profiles, or incorrect opening hours.

Perfection is not expected, but evidence of activity is. Regularly updated content, timely responses to comments, and consistent posts signal professionalism, credibility, and commitment. They show that someone is genuinely present and attentive.

6. They do not want complications

Young people are not avoiding local businesses or traditional companies; they are rejecting complex processes, unclear information, unnecessary formalities, opaque communication, and excessive bureaucracy.

What they seek is clarity, speed, simplicity, proximity, and communication in natural language. A brand that resonates with young people is not one that forces slang or trends; it is one that simplifies processes, listens attentively, understands needs, and respects their time.

How to attract young people to a business

Here are practical steps any business can take to attract young customers and improve results:

Step 1. Offer online booking and purchasing

Provide online reservation systems, booking buttons on Google, direct links from social media, and options for online payment or deposits. Make it quick and easy.

Step 2. Maintain a complete Google profile

Include recent photos, a detailed list of services, indicative pricing, accurate opening hours, working links, and downloadable menus or catalogues.

Step 3. Display prices clearly

Publish base fees, “from” prices, bundles, or promotions. Transparent pricing influences brand choice among young people and conveys professionalism and honesty.

Step 4. Reply quickly

Use WhatsApp Business, automated replies, or website chat to answer questions quickly. Fast, clear responses signal reliability and respect for customers’ time.

Step 5. Keep social networks active

Share posts showcasing the team, the environment, processes, results, and testimonials. Authenticity matters more than perfection: young people respond to active engagement.

A youth-centred business strategy: beyond marketing

Connecting with young people is not just about creating content or opening an account on the latest social platform — it requires a shift in mindset. Businesses that resonate with young customers simplify internal processes, use approachable language, adapt customer service channels, and value their clients’ time.

This approach does more than attract young people; it enhances the overall customer experience for everyone, making the business efficient, trustworthy, and accessible.