The power of genuine connection: Lessons from lunch
When was the last time you had such an incredible customer experience that you completely forgot what you walked in for?
Yesterday, I was reminded of what true customer service feels like.
An unexpected experience
We ducked into a small Italian delicatessen for what was meant to be a quick coffee and a casual chat about new business ideas. Instead, we walked into something far richer. An experience that redefined what authentic service looks like.
Luigi, the owner, greeted us with a warmth that instantly set the tone. Before we knew it, he’d pulled up a chair and joined us at our table. What followed was a heartfelt story, how he and his mother began this tiny deli years ago, serving honest, beautiful Italian food. There was no menu then, and there’s still no menu now. Just trust, passion, and genuine connection.
A lesson in passion and presence
As Luigi described each dish - the fresh pasta, the creamy burrata, the simplicity of olive oil and tomato, we were instantly transported. Even though we’d just eaten lunch upstairs at the Meta conference, his words alone made us hungry again.
Resistance was futile. We ordered pasta and burrata, not because we needed another meal, but because Luigi’s love for his craft was contagious. We’d come in for coffee but ended up sharing a table, a story, and a little piece of Italy.
Years later, Luigi’s delicatessen has grown, but the essence remains the same. No menus. No gimmicks. Just food that feels like home, and service that reminds you that people, not transactions, are at the heart of every great business.
Why it matters in business
Whether you’re serving customers, leading teams, or building ventures, the lesson is simple: when people know you’ll show up with authenticity, care, and integrity, they’ll keep coming back.
In a world that often prioritises efficiency over connection, Luigi reminds us that the most powerful growth strategy is genuine human experience.
And yes, we’ll definitely be back to see Luigi.
