How you like your coffee says more than you think!
"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."
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!