*This story was written by our new Show Room Saleswoman, Magen Meers
How do you like your coffee?
I recently visited a small and trendy boutique coffee shop for the first time. The atmosphere was beautiful. Gray walls with green accents in the form of live plants peppered the shop. Several tables containing small groups of men and women happily sipping their drink of choice chatted or huddled around laptop screens.
I approached the counter and stood staring at the menu mounted on the wall. A barista stood behind the cash register staring at me. I scanned the menu for something familiar. I was suddenly in a panic- I didn’t recognize anything on this menu! This was a coffee shop right? Where were the lattes and mochas that I’m used to? I glanced at the barista, still staring.”Ummmm,” I began sheepishly, “I’m not really sure what I want.” No response. Just the smallest look of annoyance and a small nod. Clearly he was not going to help me out with any recommendations, so I continued in a game of “Name That Espresso Drink” with him.
He continued to look annoyed but this time he spoke. “Well you can get lattes with flavors or mochas. We have something called a Meow that is kind of like a latte with honey and cinnamon.'”
Convinced, I ordered the Meow (that’s what I heard although after some research, I think it was a Miel.) I paid for my purchase and stood waiting for my drink, anxious to get the heck out of there and avoid the judgement of the all-knowing barista.
Despite my less than perfect customer experience, the drink was delicious. Honey and cinnamon are my two favorite flavors and the combination was lovely. I began sprinkling cinnamon in my home brew and sweetening with honey but it wasn’t quite the same. I found myself craving a repeat but was hesitant to return to the shop. Remembering a gift card I’d been carrying around for a large-chain coffee shop, I thought I’d see if they could recreate the delicious drink there. I pulled into the driveway behind a long line of cars.
“Great,” I thought, “They’re going to love a custom coffee order. Especially when I don’t even know what drink I want!”
At the speaker a cheery voice greeted me.
“Do you have any drinks with cinnamon and honey in them?,” I said tentatively.
Without pause, the speaker responded “Sure, we can try it!”
Maybe they have a drink on the menu that’s similar, I thought. The line moved quickly and I found myself at the window in no time to collect my coffee. A young, smiling face waited for me. She took my cash and offered up two things: a drink in one hand, and a handwritten note in the other.
“I wrote down how we made your coffee so if you like it, you can order it again.”
“Oh, is there a drink like this and I just didn’t realize it?” I asked.
“No,” she replied, “we just came up with this so we wanted you to know how we made it.”
Impressed, I thanked her and shoved a dollar in the tip cup before driving away.
I’ve relayed this story to no less than ten people. Why? One, because it’s a really delicious drink and everyone should try it. More importantly, because it reflects an excellent customer service experience. Today’s marketplace offers a lot of choices. Choices are great but sometime staring up at a coffee menu, searching for the perfect lamp online or making choices to begin a full-scale remodel can be terribly overwhelming. We have customers that come to us and know almost exactly what they want to do. They have a vision and we make it happen. Other times, we know we want something but we’re not sure what.
That’s where our customer service sets us apart from the rest. We can help you choose exactly the right product. Whether it’s a new entry door, new kitchen counter or a complete bath remodel, we can help. Home improvements should be fun and exciting- not overwhelming. Our salespeople, designers and show room staff (me!) can guide you through each step of the process so there’s no guessing. If you have a “custom order” like my fancy espresso, we can help! Not only do we “do” custom orders- every design we do is custom. You can start by visiting me in our beautiful showroom in Washington and filling out a free, no-obligation project estimate form. Don’t know how you want your coffee? Let us help! We’ll even write down the recipe.