How you like your coffee says more than you think!
Walking into Caribou in Buckhead, Atlanta this morning, I was quietlly disturbed by a very loud American woman asking for her coffee.
"I would like a double mocha grande with a dash of skim milk, and a bit of vanilla. Oh, and I would like some sweetener with that. Make sure it isn't too hot. Actually, I don't want a grande, I want a tall. So that will be..."
I waited patiently for her to repeat her order over and over again until it was my turn.
"I would like a double mocha grande with a dash of skim milk, and a bit of vanilla. Oh, and I would like some sweetener with that. Make sure it isn't too hot. Actually, I don't want a grande, I want a tall. So that will be..."
I waited patiently for her to repeat her order over and over again until it was my turn.
"Flat white in a tall cup with skim milk, please," I asked.
"I am not sure what that is," she replied.
"Ok, just a tall cappucino with skim milk, no sweateners, please."
"That will be $3.49 Madam."
"Thanks!"
If you look at the first woman who ordered, you know that she is going to be hard work with a capital "H". Even though she knows what she wants, she is equally determined to ensure that her every whim is met.
In comparison, if you look at my order, you will see that while I really want a skim flat white, I am happy to get a coffee that isn't exactly what I want but will suffice.
When we order anything at all or make a purchase, it often tells the person who we are ordering from a few things about our personality, what motivates us to buy and what will ultimately keep us happy now and in the future.
One of my dearest girlfriends whom I travelled extensively with use to be a royal pain in the bum when it came to ordering food at a restaurant. Depending on what her whim was for that day, she would guarantee the restaurant that we were dining in that whoever waited on us would have a bad day. Firstly, she was vegetarian, but not really. She didn't eat meat, but on occasion was happy to have a piece of chicken if no-one was watching and liked having calamari and fish. But every time we were in a restaurant, she would say, "is the fish fishy, and the salad, take this out and take that out and put the dressing on the side and make sure you do this and do that and it really use to go on and on and on." Worse than that, she always complained about food and or the service.
It was cringe worthy. Needless to say, her reputation in restaurants proceeds her and she is equally hard work out of the dining experience. She has firm thoughts on what she wants, how she wants it and when she wants it. She takes no prisoners and although she can be equally charming and is incredibly loyal, the experience that any person dining with her has, leaves a bad taste.
Next time you order your favourite coffee, think about what it says about you. Then give a generous tip, which says a lot more!
As a marketing firm that prides itself on customer service excellence, we too are always fine-tuning our approach to what we do and how we do it. Understanding the psychology behind our customers and their inherent needs from a marketing firm is challenging and if it is not spot-on, can lead to disaster.
Having gone through many years of taking on clients that were not a good fit, we have finally developed a criteria of experiences that centralises around the clients interaction with us from initial contact through to signing a contract and commencing implementation of marketing activities. Every relationship should start off with ordering a coffee. It really does say more than you think!
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comments ( 18 )
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ReplyMatt
03 May 2013I agree I personally think keeping things simple is better, especially when it comes to coffee and it does speak volumes about the person who orders it and what they are like as a person. I enjoyed reading this blog I never really thought of coffee this way till now.
ReplyDeanna
23 Apr 2013Any possibility you are doing more articles like this?
ReplyThis was a truly awesome read and I would like to return
and read even more if possible. I guess I'll just check back in the future. Extraordinary job!
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ReplyEmma
08 Mar 2013My daily coffee is a small strong skinny latte. Does that say that I had a late night and need an extra hit of coffee or that Im watching my weight? You can interpret my order in many ways. There are positives about both knowing what you want and getting it and compromising for something less than perfect. You need to find that fine line where you know when to compromise and when to push for something to be exact especially in business.
ReplyAmanda Flynn
06 Mar 2013I agree the way we purchase says a lot about our personality however it is also affected by emotions or activities that have happened that day or previously to prompt the need for a product. This lady may have had a bad morning, tired and moody and therefore is demanding the coffee as she is in a bad mood and this has prompted the need for her morning coffee. While she may usually be polite when ordering her emotional state is now affecting the way she buys something. Emotional needs must be taken into consideration when considering consumer behaviour as well.
ReplyMelinda
04 Mar 2013On a similar note, I thought this was a good read about clients that may not be a "good fit"- http://www.marketingmag.com.au/blogs/when-we-cant-help-why-i-dumped-a-client-36350/
ReplyRachel
04 Mar 2013This blog here simply conveys the way us humans react to certain situations in terms of our purchasing decisions. What, who, when and why we react to these situations depends our buyer behavior and whether we contribute to extended decision making or limited decision making. Many factors can contribute to this such as external factors of time, place, mood, or even people in general can influence our purchase decisions.
ReplyMelinda
04 Mar 2013Very true. Of course it's natural for all of us to have various preferences and desires, but often some flexibility and a little leeway is required to keep both sides happy. It would be impossible trying to please everyone, especially if there are time limitations such as a deadline or a long waiting line. There's no shame in being a bit fussier, just as long as you convey the needs in a polite way or even provide a humorous reason...Establish a rapport.
ReplyManon
04 Mar 2013It is totally true ! In general, what you buy, reflect always your personality. And there are different types of buyers who act in a specific way. It can reflect their behaviors and their personality in general .
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