Hi! I'm Rachel, the Left Brain of Drio.

The Larry Factor

Published about 1 month ago • 1 min read

Hi Reader,

I’ve got to tell you about this coffee shop in Baltimore called Artifact.

The food and drinks are great, but do you know what really keeps me and Rachel coming back (and telling all our friends about)?

The Larry Factor.

You feel it as soon as you walk in.

Every time we see Larry behind the counter, he makes a point to brighten our day, make us laugh, and treat us like we’re his only customers (which we’re definitely not). He serves the most delightful experience, not just a nice cup of coffee.

Rachel and I mentioned this to Larry, and he humbly admitted one of his coworkers noticed his impact on people:

I’m paraphrasing, but his coworker said something like: “Even if you don’t remember every single customer’s name, they feel it. They come here looking specifically for you.”

⬆️ That is exactly what we should all strive for in our customer service, don’t you think?

We can reflect on ways to express our understanding and gratitude for the individual we’re addressing. We can embrace our unique personalities while acknowledging and valuing theirs.

This builds so much connection, rather than settling for transaction.

What would make that other person look forward to reading your email or jumping on a Zoom call?

Maybe it’s…

🧠 Remembering what your client had planned for last weekend

🧠 Sending thank you gifts or providing bonus advice

🧠 Asking your client how you can best support them throughout a project

🧠 Sharing honest reflections or funny, educational tips in your content

It doesn’t have to be extreme. A little thoughtfulness, humor, and authenticity can turn “run-of-the-mill” into “talk-of-the-town.”


Long story short: When in doubt, ask, “What would Larry do?”

You might even get featured in a newsletter by your favorite website and marketing duo. 😉

By the way, if you’re in Baltimore, let’s go for coffee at Artifact! Seriously. Reply back, and we’ll set it up.

You’ve got this,


The Right Brain

PS: Need some website or marketing support?

Here’s how we can help:

Hi! I'm Rachel, the Left Brain of Drio.

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