david hieatt

“You don’t have to warm the cups.”

Yesterday I zoomed up to Dublin for a quick meeting. On the way back, we stopped in a food market called Avoca. It’s impressive. The attention to detail. The sourcing. The variety. The way it was all displayed. After an hour or so, we decided to hit the road back to my sisters. But before we did, we thought we’d have a quick cup of tea.

The place was pretty busy, but the guy who served us took time to warm the cups, and the teapot. I watched him pay attention to getting it right. The cup of tea was perfect.

He didn’t have to warm the cups, he didn’t have to warm the teapot, but some people just think about the customer. Maybe he thought we had another 200 miles to drive. Maybe he thought we looked tired. Maybe, he just made the cup of tea that he would like to have been served.

When you hire, find people who think like a customer. Find people who care. Because they will never make a bad cup of tea.

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