By Ted Dobek
Tobias Harris walked into Circuit Coffee last Saturday afternoon. Nobody on staff knew who he was. No recognition, no extra attention, just another customer who came in and got taken care of the way we take care of everyone.
He ordered, stayed a bit, then ordered another drink to go on his way out. It wasn't until after he left that someone looked him up and realized an NBA player had been standing at our bar.
A note on this one: this isn't a coffee recipe post. It's a story from the shop floor that I keep coming back to, and I think it's worth learning from.
He Ordered Twice
That's the detail. In a city with no shortage of coffee options, someone chose to stay, then chose to take something with them. That's the experience doing its job.
And it happened because we weren't performing for him. We didn't know who he was. We were just doing what we do.
What Actually Sets a Shop Apart
Many places are good when they're on. The difference at Circuit is that we try to be on every single time, for every single person, whether it's a regular, a first-timer, or someone we'll never see again.
Every shift, the questions are the same: How's the drink quality? Is the bar and shop clean? Are we present with the people in front of us?
Excellence can't be situational. It has to be the standard.
That consistency is what builds a reputation. Not the big moments. The accumulation of every small one done right.
The Real Takeaway
I didn't make a big deal out of the visit with the team. We were honored he came in for a visit, but that wasn't the point.
The standard doesn't change based on who's in the room. He got a second drink because he had a great experience and wanted to take that experience with him. That's exactly the goal.
Filed under: Running the Shop
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