Markus and G.
Google
First impressions mean a great deal. I was gifted a $40 certificate for coffee at Julius. I ordered online for pickup in store. I was advised that estimated delivery would be same day but to wait for an email confirmation. And then, nothing. For 5 days. Customers are important, or they're not. If you cannot fulfill an order for any reason you let your client know, at the very least. I had hoped that this might be the start of regular purchases of their coffee but not with this kind of uncertainty, and the radio silence.