It was the end of the day when my brother decided to get a bit of urgent work done on his laptop which we were still out, so we dropped into Starbucks for the wi-fi. There were others there too, oblivious to the world and glued to their personal screens - the number of power points for connecting to the electricity made it convenient for many people to work at the same time.
Ooooooops! My brother had forgotten his cable. Aaaaaargh! Only a limited amount of working time then; oh dear. Sigh. But he decided to take the chance and ask the staff if there was an extra cable around. Voila! The counter staff produced one and and the day was saved. YES!
I had gone to the counter as well to place orders and was sooooo tempted by the offer of the day and said so, but lamented that I'd be pushing my luck with the calories in it. The other counter staff said "Shall I make it less sweet for you?" and I was sold!
Both members of staff were so pleasant in their manner, so willing to place customer experience above their convenience,and their outlet was also physically geared for ppl who just wanted to sit and work. Coffee with dollops of care - how's that for branding that draws customers away from competing place nearby which had wi-fi too?
Yes indeed, Branding is for the type of customer experience which keep customers in and competitors OUT!
