The customers who became part of our family

By Kayleigh C., coffeehouse leader

When I took over my coffeehouse in fall 2023, I knew building relationships would be an important part of creating a welcoming experience. Around the same time, customers Uriah and Rachel had moved to the area and started visiting regularly. Rachel was pregnant with their first child, and they were excited to have found our coffeehouse. We bonded over having kids and both being new to the area. 

They had their child, Wesley, a few months after we began connecting, and they made it a point to bring Wesley in to meet the team when he was only a few days old. It was then that I realized how special my team was to them and how much we had grown to care for them and their growing family. 

As we continued seeing them, those everyday interactions turned into a strong and caring relationship between their family and our team. Through Green Apron Service, we had been intentionally focusing on getting to know our customers on a deeper level, and Uriah and Rachel were among the many regulars we connected with. 

Over the years, we’ve been fortunate to celebrate many milestones alongside them. When Rachel became pregnant with their second son, Graham, our store often became one of their first stops after doctor’s appointments. 

They would come in and share updates with us, and we were even asked to be part of the gender reveal announcement for their new baby. 

They’ve introduced us to family members and friends visiting from out of state, and every year they make sure our team receives a Christmas card. During a (coffeehouse meeting), they even provided a catered meal for the team as a thank-you for everything we do. 

They’ve shared that our team feels like family to them. It was incredibly touching to know we could provide a space where they felt comfortable in their new town and build a connection they could count on. 

Their story has become one of my favorite examples of what Green Apron Service is all about. I use it when talking with new partners about what Green Apron Service means. It’s a reminder that our impact goes beyond coffee. 

I have found that impact comes from intentional acts of hospitality every day. As a high-volume coffeehouse, we work hard to make every interaction feel personal. 

As we try to make every interaction feel like Rachel and Uriah’s, I’ve made it a priority that we hand-deliver every cafe order. Partners walk around the counter and personally deliver drinks and food, whether customers are staying or taking them to go. Guests tell us all the time how surprised they are by that extra level of care. 

We also look for opportunities to create small moments of connection, whether it’s handing out stickers during holidays and promotional launches or keeping fun surprises available for kids throughout the year. 

One approach I’m especially proud of is what I call our “just say ‘yes’” mindset. 

If we can do it, we just say yes. We don’t overexplain or make the process complicated. We make it easy and comfortable for customers to order, ask questions and explore our menu. 

I’ve seen the results of that approach not only with Uriah and Rachel but throughout our community. Living and working in the same area means I often hear stories about the impact our team has made. 

When I go to the grocery store or attend activities at my sons’ schools, people tell me about experiences they’ve had with my team. It’s amazing to hear those stories and see the role our store plays in the community. 

While we value every regular customer who walks through our doors, the relationship with Uriah, Rachel, Wesley and Graham will always hold a special place in my heart. 

We love all our regulars, but this relationship is especially meaningful. It showcases exactly what we’re trying to achieve through Green Apron Service. We took the time to get to know them, and the more we learned about each other, the more connected we all became. 

What started as two people connecting over a shared new experience has become a friendship and a foundation of trust, care and genuine human connection for a coffeehouse.