She Forgot the Drink, But…..
I recently received a phone call from a long-lost friend. Nothing dramatic; just a friend whom I lost contact with a decade ago after we stopped seeing each other on a day-to-day basis. The reason for the call? She recently checked out Northern Vessel for the first time and wanted to share her thoughts with me.
"Thanks so much for stopping in! That means a lot. What drink did you try?" I asked.
"I don't even remember what drink I had. All I can remember is how that place made me feel! It was a weird experience. Not weird in a bad way. Weird in the best way. I was just treated so well! Your team treated me like I was their family."
I will never get over hearing these stories. Our mission at Northern Vessel is to offer people world-class hospitality through coffee. Our team is amazing. They buy into the mission. Not only do they hold the standard, but in many ways, they keep raising it.
My friend's feedback reminds me of a saying that has stuck with me for years: "They might not remember what you said, but they will remember how you made them feel."
This woman called me to rave about our coffee shop, yet couldn't remember a thing about her drink. It was a feeling. It was an experience. It touched her. It moved her. That doesn't happen by accident. That happened because of how our team conducted themselves, truly saw her, showed intention, met her where she was at, and exhibited genuine hospitality.
This isn't about coffee; this is about life! Regardless of what work you're in, who you serve, or how you serve them, the "how you make them feel" part will be the lingering takeaway years after you're gone. That will be the lasting impression you leave on this culture. Anyone can offer good service and execute a task. However, the bigger question is whether we're willing to take it one step further and give people something to remember. They might not remember your proverbial drink, but they will most certainly remember how you made them feel.
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