If you search ‘best breakfast in Hobart’ on Trip Advisor, you’ll find a tiny, backstreet cafe in the number one spot. This cafe opens for six hours each day, only seats a dozen people and has a queue of eager diners waiting outside before it opens. It’s the kind of place the people who visit go out of their way to find.

What’s the big draw? The cafe is designed so diners can sit at the bench and interact with the chef while he cooks their delicious breakfast. People are not just going to eat amazing food. They’re coming for the theatre and the feeling of intimacy.

The chef is the star of the show. But it’s not just the chef’s performance that matters. How every member of the team welcomes and serves people makes or breaks the experience. Everyone’s actions speak for the brand. So when the waitstaff don’t smile or scold diners for moving into their workspace, it breaks the spell and kills the magic.

Everyone, no matter how visible, who has a hand in creating the customer experience, speaks for your brand. It isn’t only the star of the show who tells the story.

Image by Marchaud Wittouck