Gareth Nettleton
Google
The quality of a brand experience is measured in fine details. We were visiting Palma today and while wandering around the old town there was what can only be described as a truly epic thunderstorm. Thunder, lightning, hail the size of golf balls.
While many of Palma’s shopkeepers kind of understandably weren’t thrilled with hordes of pedestrians diving for cover in their stores, the folks at Rapha went out of their way to invite people in and get people out of the rain. The cafe was full, the team were run off their feet, most of the people there had zero intention of buying anything, but the staff were just excellent. Courteous, efficient, understanding. Nothing was too much trouble.
It was the kind of experience that I’ll tell people about. It was the kind of experience that sets certain brands apart. Chapeau!