Is dialogue necessary for good service?

I wanted my first post on Customer Service to begin with a positive note. The experience i'm talking about has many ingredients that makes it interesting. First, this is about a coffee store (Beans n Brews Kaffe) and coffee is the eternal nectar of goodness that keeps me alive. Second, this is about service driven by a person who runs the show entirely on his own without uttering a single word and wins over the heart of his customers through sign language.

I've my favorite and it is called Delicious Frosty Mocha that i have every single time. My wife prefers BnB Special, of-course without the ice-cream and sugar (leaving it insulted to it's name). I just like the whip of strong coffee flavor that is special to Beans n Brews. For me this is the next best thing i've had after 'Triple Shots on the Rocks' at Star Bucks (heavenly).

In my office campus we have the Barista's and CCD's and local chai wala's, but i end up going to Beans n Brews every single time without even bothering to taste what new has come in these stores. Yes, the coffee flavor is one aspect to this, but what makes me going to the same store is more than just coffee flavor. It is the service offered by this Gentleman. The very first time i visited the store, i was taken aback as i was not sure if he had got my order right (even more worried if he had got my wife's customization on the coffee). I realized that he had hearing and voice impairment, but he went on with his business and later once done through sign language held a cup and indicated that this contained less sugar and no ice-cream to my Wife and the next cup he gave me in my hand indicating Delicious Frosty Mocha in the menu card. We paid the bill and he accepted it graciously with a smile. All fine. Coffee was excellent and we were back to work.

What amazed me was two days later when we visited the shop again, he looked and smiled and his gaze easily conveyed that he had recognized us and was very happy to receive us again. The taste of Delicious Mocha still lingering in my mouth made me order the same while my wife had another variety with the same routine. But this time even before she could complete the sentence, he already knew that there was no sugar to be added in her coffee. Within minutes the coffee was ready and he served it to us with gracious smile. The best part is from that day onward whenever we visit the shop he already knows what i want, and only waits for my wife to indicate her choice. She no longer has to say she needs no sugar. He knows the routine very well.

What is so great about this service experience? For me, it is difficult to comprehend how can a person provide such perfect service each time without any dialogue, and mind that there is substantial crowd at the store waiting to grab a coffee and he serves everyone with just the same recognition and gratitude that he shows to us.

Looking at the store and it's ambiance, one thing is sure that Beans n Brews does not have a great promotion platform, but this guy sure has the right communication style to ensure customers keep visiting the store.