As many of you know, I’m British and because of that I very much value a good cup of tea. Now, getting a good cuppa in the United States can be difficult. With the propensity towards lawsuits, restaurants are cautious about giving customers hot water. The water is usually tepid. Also, I can’t tell you the number of times I have been reminded not to scald myself. I have been drinking tea for many decades and am proud to say that I have never once scalded myself and am not about to start now.
Last Saturday I was at my favorite breakfast spot and the waitress came by to refill my teapot. Before picking it up she asked me, “Do you like the water really hot?” I answered that I did. When she returned she told me that she had filled the teapot from the Espresso machine, because the water that comes from the machine is much hotter than that from regular pot.
As you can imagine I was thrilled. The tea was delicious (the best cup of tea I’ve had outside my house in some time!) and my pleasure was reflected in the tip I left her. I was impressed by that small attention to detail, which resulted in a very satisfied customer (me). When I’m out drinking tea from now on, I will ask if the establishment has an Espresso machine and if so, if they will get the hot water for my tea from there.
It’s such a small thing but it made a big impression. It should be the same in any retail establishment, including wineries. Attention to the minor details is what makes for very satisfied customers. So think about the small things and improve your service and sales, and make your visitors friends for life.
A sua saude! (To your health!), Portugal