Prior to a gig I was cruising the Brisbane CBD looking for a cafe that would give me a great brew. When I looked up I saw this sign. The sign said This is the cafe you're looking for. Challenge accepted. With that, I took a seat inside and ordered my coffee. Death Star Canteen is loosely themed around Star Wars. However what was so intriguing about the cafe was how they challenged the construct of a typical coffee shop. Typically you place an order across the counter, a staff member takes the order, tells you how much it will cost, brings up the charge, hands you the eftpos machine, you tap, your name is called out, you're given your brew. Death Star challenge that construct. As I watched, regulars would walk up, grab a coffee cup themselves, find a sharpie, on the side of the cup write their order, grab the eftpos machine, the customer would enter the amount of the coffee, push enter, tap with their card, then wait on the footpath. Your name is not called, you can't be looking at your phone and waiting for them to call you. Instead the coffee is made, put down, it's your responsibility to grab it. If you don't have a credit card and you're paying with cash, you simply put your money in a cup. None of the team checked any of this. They concentrated on what they do best... which is making a rich, earthy, well-made coffee that satisfies the brew requirement. It's such a challenge of construct. Why is it that the customer can't enter the amount? Why is it we can't write our own order, enter the amount, and tap? One reason. TRUST. The customer can do it, but we don't trust the customer. The construct is that the store owner must enter all details and process the transaction because essentially we don't trust our customer. These guys do. Once I ordered my coffee and observed what was going on, I wanted to go back the next day to follow their process to become part of the Death Star tribe. The regulars knew exactly what to do and I wanted to feel like I was a regular. I wanted to feel trusted. This is such a brilliant construct adjustment that we should all reconsider for our own business. What if you did trust your customer or client?
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