Getting personal
How knowing customers well makes your business viable…
So here is the thing – I buy 1 coffee every day, takeaway. It’s my treat. I buy it from the same café everyday, even though there are 3 great cafes within arms reach of each other. I buy it there not only because I like their coffee but because I like the fact that they know me. They know what I like. They make it when I walk in without asking, even when there is a queue. If I walk in with a friend, they will make eye contact and ask if I am having my usual or am I staying today. They know my kids names. They give them a marshmallow.
