I subscribe to two different coffee subscriptions at the moment. The premise is fairly simple: you get coffee mailed to you at regular intervals, and they charge you when they ship your coffee.
Once a month I get my first subscription- a blend from Blue Bottle. Blue Bottle was really the catalyst that got Mike and I back into Specialty Coffee. The ability to have coffee taste like it smells was really special, and experiencing something that good made us want to be a part of it.
Then two weeks later, I get my next subscription- Take Flight Coffee. Mike and I first heard of Deaton and Take Flight Coffee on the Cat and Cloud podcast. Mike pulled the trigger first on Take Flight, and I followed up with a subscription.
They couldn’t be more different, and yet there are similar elements. With Blue Bottle, I get to pick what I want. A blend, a single origin, an espresso, whatever. With Take Flight, you only get to sign up for the subscription- and you get what they send. It’s a littel bit of a surprise when it comes in the mail. You never know what you’re gonna get. The reason is fairly simple- Blue Bottle is a bigger company with a more robust customer base. Take Flight is smaller, and they likely wouldn’t get enough orders to fill out a wide variety every week.
A few weeks ago, Take Flight charged me but forgot to send me my coffee. I knew Deaton had recently gotten married, and there was probably some disconnect in the business somewhere. No big deal. A week went by, and I reached out to see if there was a delay. They got back to me super quick and told me they just flat dropped the ball on my order. They offered to refund my money and a few other options. I asked them just to put me in the queue and get to me when they could. I was expecting to wait another week until teh coffee showed up.
I didn’t have to wait that long. Two days later, I had a bag of coffee in my hands. Wow! But it gets better. Four days later, when they originally said my coffee would be done, I received a huge box from them. I was shocked. They sent me another bag of coffee, and two sample bags of coffee, a pin, and a note apologizing for dropping the ball.
They more than made up for it with their excellent response to what could have been a pretty bad customer service experience. They really went above and beyond the call of duty for me. This speaks volumes about what type of company they are, and is an example for all of us as to how we should treat our customers. Overdeliver- like Take Flight Coffee.
On a closing note, my Blue Bottle subscription is really fantastic as well. Every month, the little box they send is wonderful. Every touch point is a positive refelction of their brand, and each well-thought of image, or print, or card wins my heart more and more to spend money with them. It’s also quite the customer experience we should emulate. Each and every contact with their brand is clean, clear, and consistent.
Thanks for reading.