Someone once said, you have to be remarkable to be remarked about! I would amend that to read…you have to be remarkable or rubbish to be remarked about!
Earlier today, I popped into my favourite coffee shop for my customary latte and yet again, from my point of view, everything had to be right.
Was the front of the shop clean and inviting?
Could I walk through to the serving counter without bumping into chairs?
How long did I have to wait?
How did the staff greet me?
Any chance of a smile?
Was I the focus of attention or were the staff having a good old moan amongst themselves?
How long between paying and getting my coffee?
How was the coffee presented? Spills down the side of the cup?
Room to sit?
Clean tables?
Papers to read?
…and so it goes on!
No, I don’t have a physical checklist that I run through but like all customers I have a subliminal one and it registers when something is remarkable or rubbish!
What are your customers experiencing today and what are they telling others about you?
