Katie Stabler describes how a barista named Cheryl wins her loyalty through consistent warmth on every visit. Customers value reliable service over surprise moments. Trust comes from predictable, high-quality interactions that make people feel comfortable.
So the coffee shop example is great. I've got a local coffee shop that I go into, and there's a particular lady named Cheryl. I know her name because I took the time to learn it, because every time I go in, she is just the most lovely person. Like, the way she speaks to you, it's so comforting, and she continues to do that. Now, I'm not looking for more every time I go into that coffee shop. I don't want her to be better. She's just great consistently. So I think Consistency is important, and yes, great if you can continue to do things that surprise and delight, why not? But it really isn't about that. It's just about being consistent and deliberate in the experience you deliver.
