First story submitted by my friend Marilyn Jess in the US – thanks Marilyn :
She says “Here is one I heard about just recently:
Cafe A --it seems like it's locally owned, and in a sense it is--except the owner isn't involved in any hands on way. When you stand in line to get service, such as a coffee, you're not greeted, and you can tell the staff isn't happy working there. Body language is very telling. And personalizing your food or drink order? Won't happen here. They actually turn off their Wi-Fi on weekends to discourage people hanging out there. Their core customers are tourists, and some local.
Cafe B--smaller, locally owned and managed, with local staffers. Anything you order here can be personalized. They encourage hanging out, and have Wi-Fi every day. Their core customers are local, and some tourists. They don't advertise much.”
My take on this ….
No brainer – Café B wins every time. Café A might suit the visitor who doesn’t care about that unmistakable personal service. Café B might be ok for the busy business person passing through. If I were a tourist I’d want to remember my whole experience in a locality and lack of personal service would mark the place down for me thus reflecting on the whole locality. On the other hand if I’m in Café B I suspect I’d feel valued and comfortable.
Make your customer feel special – that is Simplicity in action.