Authenticity the backbone of customer experience
A few weeks back, I stumbled across this little cafe called Sunhouse, during a visit to Jasper, Alberta.
The moment I walked in it was clear there was something different about the place. It wasn't that it was remarkably well disigned, or that the furniture fit perfectly with the layout, the food or even the service, it was all it and more. I found the place instantly calming. My taste buds were alive and well just as soon as I picked up the menu. Sunhouse isn't the kind of place where you expect an exquisite culinary experience, but that's what it was. It only made sense they'd put that level of care into their food. The coffe, which I imagine is what most people go in for, was simply rich.
I was so intrigued, I ended up talking to Tim and soon learned the story behind the Sunhouse. Tim designed and built the place from the ground-up. He's a former builder from Australia that had this crazy idea upon landing in Jasper, to open a coffee shop and somehow make an impact on the local coffee culture. Speaking to him I was struck by how well he embodies the phrase “walking the talk.” Instead of chasing some perceived consumer expectation, it was obvious Tim designed his cafe to reflect his personal style. He's exactly the kind of guy you'd expect hanging around Sunhouse.
The moral of the story is this: authenticity cannot be faked. It reaches deep into the little details to create a complete customer experience.