Recently, I became a raving fan of a coffee shop in Roseville called J Arthur’s coffee.
I was watching the Social Network the other day and was struck by how obsessed Zuckerberg was with never crashing.
Mark Zuckerberg: “Without money the site can’t function. Okay, let me tell you the difference between Facebook and everybody else; we don’t crash, ever! If the servers are down for even a day our entire reputation is irreversibly destroyed.”
In order to create raving fans, great leaders know they can’t slip. Or at least, they have to earn your allegiance before slipping (mistakes always inevitably happen).
Since I’ve come to J Arthur’s, here’s what has happened:
1. They’ve never made a bad cup of coffee (unlike the inconsistency of chain stores). Each cup is hand crafted (manual brew), although you can get drip as well.
2. They value quality over quantity and speed.
3. The environment is incredible, clean, and comfortable.
4. They have great wi-fi, a ton of outlets, and lots of varied seating (which if you’re in school, work on a computer a lot, or write a lot, you know how important this is).
5. They have free refills.
6. They frequently provide free samples of different drinks.
I drive 10 miles south of where I live and usually need to head – past tons of other coffee shops – because I am a raving fan. This artisan coffee shop is that much better.
Leadership thought of the day: How are we creating raving fans? What is the one thing we can never let slip or else our reputation will be irreversibly destroyed?