A new cafe just opened up 2 minutes down the road.
The counter staff were disinterested and unwelcoming. Their food was placed in the window and was baking in the sun. And their drinks were hot to the point of being burnt and undrinkable.
Any one of the above would be forgivable. But together, it gave the impression the cafe didn’t think deeply enough about the experience they’d give to customers.
After one visit, I made up my mind to continue walking 7 minutes down the road to my usual cafe. The additional 5 minutes walk for a significantly better experience is well worth it.
Consumers can be fickle. If we’re trying to serve them, we may only get a few chances.