Good experiences and impressions make a customer want to return. The colour of the basket napkin under freshly baked croissants and the absorbency of the napkins used to wipe spilled coffee are not irrelevant.
Coffee House and Fiblon have been business partners for a long time. Expertise was once again needed when it became time to renew the café’s napkins. The napkin colours were chosen from the concept’s colour palette. Coffee House’s 21 cafés use Softlin napkins in delicious raspberry and eggplant colours.
“Fiblon is easy and flexible to work with. They always have new ideas and solution to our needs. We first discuss our wishes and then the different options are tested in practice. Our personnel have especially appreciated the napkins’ functional properties. The basket napkins stay neat-looking all day and even absorb croissant grease without looking messy,” says Coffee House’s chain manager Minna Vainio.
She believes that napkins are an excellent way of sending a message that the company operates in a responsible way. “The prints on our napkins tell the customer that we favour Finnish suppliers and environmentally friendly production methods. Designing the texts is simple and they can be changed for each campaign.”
The importance of details
Good service cannot make up for issues with the milieu, and vice versa. Many things that you may not immediately think of affect the customer experience.
“Presentation always matters to customers. The café counter must be tidy and the products need to be well presented. A café concept defines which display cabinets and dishes are used, but also how sandwiches are filled and presented,” Vainio explains.
The products that best match the customers’ changing needs at different times of day should be easy to spot. Naturally, the products sold in the morning are quite different from those sold in the afternoon.
“Coffee House wants to offer its customers a break, a relaxing moment during a busy day. We want to be an inviting café and the place where our customers want to spend time by themselves or with their friends.”