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Why the tire store upgraded their customer coffee

By JNSwanson

By Jon Swanson

Being individually responsive can be challenging. We talk about the idea, but how do you specifically customize things that are not part of your core service but help create the environment?

coffeeLet me give you a very concrete example.

I drink coffee. Often. I like when businesses provide coffee, but shudder when it is made by people who don’t drink coffee. They measure wrong, they don’t care how old it gets. My tire change place used to have coffee that way. I took my own.

About six months ago, things changed. They bought a Keurig single serve coffee maker.

Now, the coffee is always fresh. I get to choose what kind of coffee and how strong I want it. The last time I was in, I even made tea.

And no one working there has to spend time fixing coffee, cleaning the pot. My guess is that it will be cheaper for them than the old way.

And my guess is that it will help the sales of Keurigs.

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  • About the Author
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About JNSwanson

Jon has been a regular reader and occasional contributor around here since 2006. Jon works as a pastor, but he understands business better than many so-called business people. He gets that it is about people, relationships, service, and yes, even love.
  • When the planes are coming in to land - July 18, 2016
  • Are you mortgaging your time? - April 24, 2013
  • A customer service story - September 12, 2012
  • What to do when a blog post is suddenly popular - May 2, 2012
  • Review: The official guide to QuickBooks 2012 - January 23, 2012
  • Two discussion questions for you - December 8, 2011
  • From scrap metal to skilled crafts - November 23, 2011
  • How a small business can be huge - November 16, 2011
  • Banding together - October 12, 2011
  • Show the love - October 1, 2011

August 11, 2010 Filed Under: customer service Tagged With: Jon Swanson

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Comments

  1. Nick May says

    August 13, 2010 at 2:25 am

    Funny how it is the little things that matter. If this made a positive impact on you, just think how many others are pleased as well. As a small business owner, you need to sweat the small stuff so you can reap the big rewards.

  2. Chelle Parmele says

    August 14, 2010 at 4:36 pm

    I agree with Nick. It’s amazing how something that costs you so little time or effort as a business owner can have a huge impact on the customer.

    I remember the first time I had a clothing purchase wrapped in gift wrap and tied with a ribbon. It wasn’t for anyone but me, it was just a couple of tshirts. Nothing special. But that small gesture made the whole visit special. And made me a repeat customer.

  3. Andy Hayes | Travel Online Partners says

    August 15, 2010 at 12:24 am

    Great example of how just a little thing can make such a big difference. How many word of mouth referrals or repeat customers would it take to pay for a wee coffee machine? (I’m guessing, uhm, less than one?)

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