Standing in line at my job's on-site coffee shop, an employee ahead of me was relegated one step backwards by an intruder taking cuts. He saw his error and quickly offered her spot back in line. The barista said it was okay, that she chould start her drink while checking his items out. The employee stood by unruffled as she announced to him, "she knows what I like".
The lights went on and reminded me of all the times when I have stood in line, gotten up early, been on budgets, but still was determnied to get my hands on a steaming cup of something. It isn't the caffeine, or the warmth we are able to derive from a four dollar drink. Rather, it is the purchase and exchange of recognition, a smile, being known by someone, having someone know your likes and dislikes and when it might be okay to surprise you or change things up a bit. It is filling one of our greatest needs in life....being valued. We are missed when we do not stop by the coffee line. We are remembered! We are anticipated!
I have been in coffee shops that know if my schedule has changed because I am an hour later or earlier, or they have my drink ready for me three cars back because they know what I drive. You cannot sell or train for that kind of marketing strategy. It is heart to heart.
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