COS

NEWS

I order a coffee and while it’s being served I take the opportunity to go to the toilet. When I return, the coffee is served with the saucer on top 🤷‍♂️.

I realize that this little trick will keep the coffee warm while I’m away. Wow, what a pleasant surprise! I feel good in this place, I feel really welcome.

Another anecdote that’s not an anecdote.

I wouldn’t have been unhappy if the waiter hadn’t done that (indeed, the basics were respected. The service was quality: sugar and the cookie to go with it 😊).

On the other hand, “added attention” was a pleasant surprise that exceeded my expectations and delighted me.

I’ve NEVER seen or experienced such a process in a bar.

So I think this is an individual initiative, not because this waiter has LEARNED “the meaning of service” from the best books on customer relations, or because he has followed the best training courses in the world on relational posture 🤦‍♂️.

NO, this waiter is just customer-oriented, and that can’t be learned. It’s generated and cultivated.