It was about to be a straightforward meeting, in a straightforward coffee shop.
Nothing spectacular so far.
Then it started whilst I was standing in the queue to be served.
'Do you want something to go with that coffee...go on, treat yourself'. That's nice- he's probably trying to hit a target and sell some extras, but I liked how he did it.
Then he made the customer laugh, which made me laugh. Nice touch.
My turn next..I want coffee and a warmed up croissant (which, in this chain I know they can't do- so a little test to see how he handles it!).
'Oh I'm sure I can do that for you, there's always a way!'. Ok, now I'm impressed because he's the first to offer to do this- and he now has a queue so it's costing him time.
I still have his full attention, but the warmth (not from the grill - from his enthusiasm) he is radiating is drawing in the next customer too.
I'm about to pay up, when he proactively tries to save me money. Hmmm... nothing to do with hitting targets now..
So I sit down, pleasantly surprised. I can't help listening to the conversation his has with his customers:
'How are you?' 'How's your day?' 'How's your kids?' Persuading people to have some of his 'delicious' food to go with their drinks.
When he finishes serving customers- I'm thinking, that's a shame, it'll be quiet in here now.
How wrong could I be... He comes around to clear the tables....singing as he does it. ...And chatting to customers as he does it. .. ....And joining in conversations as he does it. .. ....And all the time, always asking- are you enjoying your coffee? ... ....And then at one point he pulled up a chair to sit with some customers.
Now I'm mesmerised. This isn't some company 'process' he's following- this is his desire he's following. He's having fun.
And so are we. And THAT (funnily enough)sells!
Here was a classic example of someone using their own 'Ingredient X' - a unique combination of attributes, style ,personality and desire that made him stand out.
Nothing to do on this occasion , with age, experience or looks.
What a shame that most people don't know what their 'X' is , so don't use it.
I don't know how many people he influenced just whilst I was there, but I'll tell you something- it's gonna be a lot.
Ingredient X- it's not about the coffee, it's all about you.
Amana
straightforward, straight talking Coach.
http://www.walkahead.co.uk/
Nothing spectacular so far.
Then it started whilst I was standing in the queue to be served.
'Do you want something to go with that coffee...go on, treat yourself'. That's nice- he's probably trying to hit a target and sell some extras, but I liked how he did it.
Then he made the customer laugh, which made me laugh. Nice touch.
My turn next..I want coffee and a warmed up croissant (which, in this chain I know they can't do- so a little test to see how he handles it!).
'Oh I'm sure I can do that for you, there's always a way!'. Ok, now I'm impressed because he's the first to offer to do this- and he now has a queue so it's costing him time.
I still have his full attention, but the warmth (not from the grill - from his enthusiasm) he is radiating is drawing in the next customer too.
I'm about to pay up, when he proactively tries to save me money. Hmmm... nothing to do with hitting targets now..
So I sit down, pleasantly surprised. I can't help listening to the conversation his has with his customers:
'How are you?' 'How's your day?' 'How's your kids?' Persuading people to have some of his 'delicious' food to go with their drinks.
When he finishes serving customers- I'm thinking, that's a shame, it'll be quiet in here now.
How wrong could I be... He comes around to clear the tables....singing as he does it. ...And chatting to customers as he does it. .. ....And joining in conversations as he does it. .. ....And all the time, always asking- are you enjoying your coffee? ... ....And then at one point he pulled up a chair to sit with some customers.
Now I'm mesmerised. This isn't some company 'process' he's following- this is his desire he's following. He's having fun.
And so are we. And THAT (funnily enough)sells!
Here was a classic example of someone using their own 'Ingredient X' - a unique combination of attributes, style ,personality and desire that made him stand out.
Nothing to do on this occasion , with age, experience or looks.
What a shame that most people don't know what their 'X' is , so don't use it.
I don't know how many people he influenced just whilst I was there, but I'll tell you something- it's gonna be a lot.
Ingredient X- it's not about the coffee, it's all about you.
Amana
straightforward, straight talking Coach.
http://www.walkahead.co.uk/
