Building Customer Loyalty 

This past weekend, I was at the farmer’s market again, and I made sure to go back to a particular vendor selling stuffed Middle Eastern breads. I’m not sure which nationality the bread is from, but I made a point to return because of something that happened the week before.

That first time I visited their stand, I ordered some bread and, only after it was wrapped and handed to me, realized they were cash only. I apologized and offered to give it back. But the vendor just looked at me and said, “Just pay me next week.”

I was stunned. That kind of small-town trust is something I grew up with, but you rarely encounter it in the middle of a city like Pittsburgh. Of course, I walked straight down the block to get cash and came right back to pay him.

What also struck me was how they interacted with passersby. Every time someone walked past their booth, they tried to engage them, handing out samples of grilled kebab meat wrapped in a napkin with a simple “free sample.” There wasn’t much small talk, no sales pitch, no forced friendliness. But it felt genuine. These guys were just showing up, giving generously, and trusting people.

So of course, I came back the following week. I bought twice as much bread. I asked how much the baklava was, and the guy just wrapped it up and handed it to me. I didn’t have quite enough cash, and he just said, “Take it.” He handed me another sample of that shredded meat, too.

I don’t know the name of their business. I just know what the owner looks like. To me, he is the brand and I’m a fan.

Conclusion: There’s no secret algorithm behind real customer loyalty. It’s about how people feel when they interact with you. Trust is magnetic. Generosity sticks. Authenticity cuts through the noise. When you treat someone like a human being, not just a sale, they don’t forget it. That’s how you build not just a transaction, but a relationship. And that’s what brand really means.

Copyright © 2025 Ryan Badertscher. All rights reserved.