I take my ice cream cones very seriously

So I grew up on Cape Cod, and if you know nothing else about Cape Cod, you should know that the people on Cape Cod take ice cream very seriously. In other parts of the country, you might meet someone and ask them what church they belong to. On Cape Cod, you meet someone, you ask them where they go for ice cream, and you absolutely do judge them based on that answer. Now, my ice cream place is Holy Cow over in Dennis Port. It is incredible. Their chocolate ice cream is so rich, it tastes like brownie batter. Like, if you were to have brownie batter and that ice cream side by side, it would just taste like brownie batter that had been transformed into like, a cold custard. Okay. Their vanilla is also so, so rich. Normally I will go several times a week during the summer to get ice cream. This summer, however, I have stopped. Why, might you ask? I will tell you. They changed their cones. They changed their goddamn cones. When you become a regular customer somewhere there is a ritual to it, right? So several times a week over the last couple summers, I would think, oh, my God, I could really use like a sugar cone with a scoop of vanilla ice cream and then a scoop of chocolate ice cream on top. Because I loved being able to, like, lick the ice cream and get both the vanilla and the chocolate together without a spoon and then being able to eat the cone at the end. Because, like, who doesn't love that? Well, the powers that be at Holy Cow decided to upgrade their cones to fresh made waffle cones that they do fresh for every single order. Which sounds like a good idea, right? Great for the business, because they can charge for those upgraded cones. And like, who doesn't like a waffle cone? Except when you take a waffle cone that is just freshly made and hot off the press, literally, and you roll it into a shape of a cone and then you put ice cream in doesn't have enough time to harden. So what would be a very, very enjoyable experience with a cone that has, like, structural integrity you no longer have. So in the beginning of the summer after they made this change, I went a couple times, and both times I'd get my ice cream. The cone would be like, squishing as I held onto it. And then the whole thing would just fall apart. And I'd have to, like, ask for a cup and, like, put in the cup. And then it was just a goddamn mess and I couldn't have the experience that I wanted. So when you have a business and you're thinking, like, okay, well, I want to upgrade the service in some way, shape or form, be very, very careful. Because what seems like an upgrade to you, something that might make you more money, might look fancier, might be more helpful, could actually be a downgrade to your clients. And clients, no matter how loyal they are, no matter how much they love your service or your product, once you interrupt that ritual, it's really hard to get them back until you go back to whatever it was that you were doing before. And if you are in the leadership at holy, I'm going to tag you here. If you have social media, please bring back the regular sugar cones and hi, I'm Katie, your practical business coach. And new business owners work with me so that they can leave their corporate 9 to 5 for replace their 6 figure salary by doing work they love and by helping people.