Guy enters cafe. Barista recognises him and greets him, asking if it’ll be the usual espresso today. He says yes, and proceeds to his favourite spot.
Such a seemingly simple interaction likely leads to another visit, and another, and another, until it becomes a regular visit. Big win. Provided, of course, that the coffee is good and the overall experience is great. Customer experience is everything.
Now, what could make this experience even better? Consider:
Guy enters cafe. Barista recognises him and greets him by name, asking if it’ll be the usual espresso today. He smiles, says yes, and proceeds to his favourite spot.
Nothing sounds better for people than the sound of their own name. It pays to find out and remember. However, nothing sounds worse for people than the sound of their own name, mispronounced. It pays to get it right.
Anything else to add to the experience? Of course, always. Here’s the clincher.
Guy enters cafe. Barista recognises him and greets him, asking if it’ll be the usual espresso today, without the customary biscuit and teaspoon that’s standard for every espresso they serve, because he’s been trying to avoid sugar. He laughs, says yes, and proceeds to his favourite spot.
Bottom-line:
if you treat people exactly how they prefer to be treated (no need for over-the-top special treatment, really, just the treatment they prefer), they’ll keep coming back, and they may even tell their friends (or write) about you. It’s hard work, but definitely worth the effort.
Do you think your cafe can do better with customer service? We'll be happy to help. TALK to us today and let's get to work.
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