I’ve been going to the Starbucks in our building for months now. Months and months of London Fogs and grande dark roasts. Up until today, there has been absolutely no acknowledgement from the five or so baristas that are usually on duty when I’m there. I certainly don’t expect anyone to roll out the red carpet, but you would think by the time I’ve ordered the same drink every day for three months in a row…I would have some sort of (at the very least) unspoken rapport.

Nope. Nothing.

Vacant stares, the rare, bland “hi there…”. No recognition – even when I try to offer a chipper “remember me?” hello.

I enjoy becoming a regular. I like that the places I frequent start to notice that I’m there all the time.  I know it’s weird, probably very self centered, but it’s true. I just do. Erratic vows to never go back there again would never come through (it’s right there) but were passionately voiced from time to time.

So tonight, when the barista offered me a free cupcake because she noticed I’m a regular…this icy heart melted.

It’s not about where you work, how big of a chain, or small of a mom-and-pop shop you are. Plenty of independent coffee shops are impersonal – and I’ve been in my fair share of big name locations that are as friendly and welcoming as if I was actually invited into someone’s homes.

It’s about who you hire, how you treat them, and how they connect with your customers. It wasn’t about the cupcake – though it sweetened the deal – it was that for a second I wasn’t just #120938 behind the counter, I was a person. I am a person. And like all people, I like to think I matter.

Have you given your customers a cupcake today?