Two weeks ago was my second time in the last five months that I got a coffee for free at Pret A Manger.
The first time was after Trump won the elections, I was probably looking gloomy. I ordered a coffee and a croissant, and the barista said that I didn’t need to pay for it!
Second time was two weeks ago. I mentioned that I needed a good coffee and good luck for the afternoon, and they gave me the coffee for free!
This is the thing. I love their coffee, I will probably keep on buying it even if I was not given it for free twice, but really, this act of kindness made me quite loyal to them. I felt they could see me and interact with me on an especially hard day.
There is a difference between being good and making good. Any single brand or business wants to be good at what they do and make money from it, but when you make good not just to the planet (this elusive concept) but to the person in front of you, that makes a difference!
It makes a difference to the staff that are allowed to be kind to customers giving something for free, and to the client who feels appreciated. There is no reason why kindness and making good shouldn’t be part of your branding. It makes both customer and staff happy!