I made the mistake of grabbing a cup of coffee from the complimentary station at my local mechanic’s waiting room. For the love…it was like chugging motor oil. There it was, a brand new building, high-tech and super accommodating. But the coffee was stuck in the “met expectations” phase.
We often talk about how the “little things” make the biggest differences and this is a great example. Additionally, here’s the perfect opportunity to disrupt expectations. Most people expect the coffee in a car shop to suck. Imagine the surprise and delight when a customer dips into a specialty latte!