Businesses that care

It makes such a difference when a business really cares. Sitting in the cafe at La Fromagerie today reminded me of this. Everyone is passionate about the food they make and sell. One shop assistant explains to a customer how to make a better confit de canard, another explains to a new staff member why their veg really is the best. When my simple boiled eggs come the waitress smiles as my eyes light up. The cafe manager is just as pleased today to hear that his cappuccino is perfect as the first time I told him. And I tell him every time.

These people are exceptional. But more exceptional is the inspiration behind the place. I do not know Patricia Michelson well, but I have seen what she does to shape her business. The original branch of La Fromagerie was round the corner from me when I lived in Highbury. With a much smaller staff, Patricia showed how it should be done. She trod a careful line between giving great service to customers and making sure her fabulous food got a good home - no mean feat with some who frequent Highbury! Her book is a joy. It absolutly exudes passion for the topic. You can still see that passion first-hand if Patricia is in, or otherwise on many of the food labels, which she hand-writes.

How far can such passion stretch? Not far, in my opinion. For example, I'm sitting in a Caffè Nero. Their website boasts that they are "the largest independent coffee retailer in the UK, with over 290 Caffè Nero stores from Brighton to Glasgow". In their early years the places felt very much alive. By the time I discovered them they already had 4 or 5 stores, and I imagine the early customers were already complaining. Now I'm only here only because they are slightly better than Starbucks, and have a good deal on Wifi.

Anyone got an example of a big business that manages to keep the passion alive?