I have a confession to make: I’m in love.
Every morning, I start my day by catching up with this love—my local coffee shop. Yes, I know, it’s a bit predictable in Melbourne, where coffee shops are more common than parking inspectors. But this one? It’s different.
During COVID, like many in hospitality, the industry faced its battles. Yet what emerged wasn’t just another café—it was a masterclass in creating a customer experience that makes you reconsider your own standards.
Here’s why this place is a cut above the rest:
• The Warm Welcome: The owners greet every customer personally, remembering names after just one visit. When you leave, you get a “hope to see you again soon.”
• Impeccable Staff: Friendly, attentive, and highly trained—it’s service done right.
• Attention to Detail: Coffee and water arrive moments after you sit, like magic.
• Flawless Food: An Asian-born, Swiss-trained chef ensures every dish is exquisite, both in taste and presentation.
• Relentless Improvement: One negative review sends them into deep reflection, ensuring they constantly raise the bar.
The result? A vibrant community hub where neighbours connect, friendships form, and even the odd business deal gets sealed. A global brand which in fact failed in Melbourbe tried to replicate this concept with its “third place,” but Melbourne wasn’t impressed. This café nailed it.
In my years coaching and consulting, I’ve encountered countless businesses who think they offer exceptional service. But here’s the truth: most don’t stand out although the bar for customer service is astonishingly low.
Here’s what we can all learn from my favourite café:
1. Happy Staff = Happy Customers: Your level of service will never exceed your team’s happiness. Make sure they feel valued.
2. Greet and Know Names: A smile and a personal touch work wonders.
3. Keep Promises: Follow through promptly on every commitment.
4. Handle Complaints Like Gold: Apologise sincerely and resolve issues quickly—you might turn critics into loyal fans.
5. Know Your Lane: Be clear on what you do and excel at it. Don’t try to be everything to everyone.
6. Avoid Greed: Customers can spot price gouging from a mile away.
7. Keep It Fresh: Familiarity breeds complacency. Take a note from Disney: maintain your space so it feels like opening day every day.
8. Enthusiasm ignites service . Ensure your staff are continuously excited by your product/service you offer, and importantly excited about what it can do for your customer .
Now, if you need me, I’ll be at one of their tables, enjoying my brew and planning how to bring this level of excellence into my next coaching session.
What’s your secret weapon for delivering exceptional customer service? Let’s chat.
BTW- experience Clementine yourself next time in Melbourne.
