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?