Customer Advocacy

I remember starting a new job, amazingly there was a café in the building. It wasn’t particularly busy. Monday morning I rolled up and the server said ‘what coffee do you want, what’s your name?’

‘A long black topped up with cold water, my name’s Jamie’.

The barrister leaned over and laughed at me and said ‘we’re not putting cold water in a long black’. Then served me a scalding hot long black.

Every day that week I went back and had a verbatim conversation, ‘what’s your name’ and ‘no we’re not putting cold water in a coffee, we’re Italian, we serve it scalding hot or not at all’.

The next Monday I walked two doors down to a Thai restaurant and they said, ‘Hi! What’s your name, what would you like?’

 I said ‘A long black topped up with cold water, my name’s Jamie’.

Then they made me what I wanted. So I went back the next day. This time when I walked in they said ‘Hi Jamie, would you like a long black topped with cold water?’

I smiled ‘you have my business for life’.