Where Everybody Knows Your Name

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A few years ago, I wrote a post about a local coffee shop. I frequented the shop almost daily and worked there most weekday mornings for an hour or two. Two years later, after going there religiously, I had never once been greeted with a "good morning, Tom." Even though I ordered the same thing every day, I was never once asked if I wanted "the usual" nor did I ever find a cup of black coffee sitting on the counter waiting for me before I arrived.

I don't go there anymore.

A month or so ago, my wife and I stopped in at Grounds for Celebration on Mills Parkway Parkway. I lived near there more than seven years ago. It was my morning coffee stop for a couple of years and I had a thirst for some of their amazing Luna Tango roast. As my wife and I walked into the shop, we ran into the owner, George. His eyes grew wide with surprise. "Hey stranger! Welcome back! It's good to see you!"

I immediately felt like I was home.

I often remind customer service professionals of the theme song to that classic television show Cheers. Why do you go to Cheers? Because "you want to go where everybody knows your name."

Do you know your customers by name?

Comments

[Katie]

I love George! Glad you had a great experience there--
Katie

[Tony Coffee Beans DiCorpo]

I used to own and operate a coffee shop and knew every customer by name. In fact, when I saw their cars pull up and if there was nobody in line at the time I would begin preparing their beverage. They loved the attention and I loved their support! Great article, thanks for sharing. I bookmarked it for others to enjoy!

[Tom Vander Well]

Thanks for adding to the conversation, Katie and Tony. Here's to continuing to improve our serve!