We couldn't help ourselves as we walked toward the beautiful revolving doors of Eleven Madison Park (EMP). We took some obligatory selfies. As we drew closer, we could already see the smiles on the faces of the team looking at us from the other side of the glass. We spun our way into the room.
“Christopher, Tracy, welcome to Eleven Madison Park. We're so excited to have you join us this evening.”
My wife and I turned to each other and shared a look, ‘they know our names’. And from that moment on, we knew this was going to be a hospitality experience we’d never forget.
Sure, the context mattered. EMP has earned the title of the best restaurant in the world. The space, the lighting, the reputation, all of it set a tone. But what stuck with us wasn’t the grandeur. It was the warmth in the greeting. It was feeling noticed and known.
And that doesn’t require revolving doors or a fine dining budget. It starts with something as simple as learning your regulars' names.
I’m Chris Tate, P&R Operations Manager and Co-Owner of our SYD CBD cafe. I had the privilege of visiting Eleven Maddison Park a few years ago. And while there were many special moments throughout our visit, the few I’ve highlighted in this piece hopefully serve to emphasise the importance of cafe teams not neglecting the small actions that can create loyal and regular customers.
"Now, more than ever, crafting thoughtful experiences isn’t optional. It’s essential."
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The value of small moments
After being greeted (and they had clearly done their research) our host walked us towards our table, engaging us in warm conversation. As we stepped into the main dining area, he paused. We were about to step onto a small steel plate embedded on the floor.
“This step,” he said, “was crafted from the stainless steel benches that used to be in our kitchen before the renovation. We melted them down and gave them a new life. Now, every guest steps into the room with a bit of our story beneath their feet.”
It could have just been a step. But now it was a story. And it deepened our connection to the space.
Most cafe owners have stories like this, moments and materials filled with meaning. Whether it’s your choice of furniture, the way your retail shelf is arranged, or the reason you started your cafe in the first place, your space is full of stories worth telling. Maybe through your menu, maybe through your social media, or maybe through the way you train your team to talk about the space with pride.
These elements don’t just add to the customer experience. They become it.
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End how you begin
After one of the best meals of our lives, we were handed a small brown paper bag. Inside was a copy of our individual menus and two jars of EMP’s house granola “for us to enjoy tomorrow morning.”
It was their way of extending the memory of the night, of anchoring the experience in something small and tangible (and delicious).
Not every cafe can offer take home gifts, but the principle holds. The last interaction your team has with a customer will often be the one that lingers longest. A genuine farewell, a name remembered, or a simple “See you tomorrow, Sam,” these moments are what people carry out the door.
As the price of coffee rises, expectations follow
As the cost of coffee continues to rise across Australia (and rightly so), so too do customer expectations. A higher price point naturally invites a higher level of service, not just in the quality of what’s served but how it’s delivered. Customers are increasingly asking, “If I’m paying $6 or more for a flat white, how am I being looked after?”
That’s why now, more than ever, crafting thoughtful experiences isn’t optional. It’s essential. Small gestures and meaningful moments help your venue stand out and justify the growing investment your customers make each day. We discuss the common questions around raising coffee pieces in our recent article: The objections and answers to raising coffee prices.
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Small gestures, big moments
So, how do you turn these ideas into a practice your team can use? Below are some practical tips:
1. Notice the moment
Great gestures start with paying attention. Did a customer rush in looking flustered? Is someone reading alone with a closed laptop? Did a regular just get back from holidays? Teach your team to slow down and see people. Because noticing comes before care.
2. Ask thoughtful questions
Not every guest wants a deep conversation, but simple, sincere questions go a long way. “How’s your morning going?” “Got something fun planned for the weekend?” This opens the door to connection. As Edgar Schein explores in Humble Inquiry, curiosity builds trust faster than competence.
3. Listen actively
This is where most service interactions fall short. Don’t just wait to speak, listen with intent. If a customer mentions it’s their birthday, or that they’ve had a rough week, that’s a chance to personalise the experience, the level and type of interaction.
4. Respond with care
Once your team has noticed, asked, and listened, respond. Maybe it’s a small sample from the pastry cabinet with a note, a perfectly timed takeaway lid message, or just a warm comment on the way out. The best gestures are specific, personal and relevant. No templates are required. Empower your staff to make meaningful moments.
5. Stay kind, even when tested
Most guests are lovely. Some are not always. In rare cases, you’ll meet people who are simply unreasonable. (We cover how to equip your staff in these moments here) In those moments, the best approach is to stay grounded and keep your tone calm. As the old saying goes, “kill them with kindness.” A sincere, empathetic response makes it hard for anyone to refute the care you’ve shown.
The series so far
This post is part of our series on curating exceptional customer service in Australian cafes. If you missed the earlier articles, start here:
Who should you look after, your team or your customers?
Let’s craft unforgettable moments together
If you’d like help creating more intentional, joyful experiences in your cafe, reach out to our Cafe Network team. We’d love to support you in building a venue that’s as memorable as it is meaningful.
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