Hey Everyone,
I was out at a dinner party the other week and I met a couple who raved about their local cafe because apparently somewhere around the place that customers picked up their coffees was a sign that said something along the lines (paraphrasing):
Dear Customer,
We want you to have the best experience possible, we recognise that we are human and sometimes make mistakes, so if you find your coffee doesn't taste right, please don't be shy in coming forward with your complaint and we will happily remake it for you.
I found this interesting for a couple of reasons:
1. It is a refreshing change from the hipster 'wanker barista' attitude that seems to permeate through so much of the industry (I can get away with saying that because I am one of those wankers).
2. It made me think about my own habits as a customer and I had to be honest with myself. I never speak up. No matter how wretchedly horrible the beverage that is laid out in front of me ends up tasting, I put on my bravest face and walk out a few dollars lighter in the pocket and a cup of something that is likely to see the nearest bin upon leaving the venue.
This second point especially struck me as an interesting insight (maybe only an insight into how mentally deficient I am) because when placed on the other side of the counter, I take pains to ensure customer satisfaction, this includes sucking up any pride I might have and remaking a beverage if the customer sees it in someway unfit (even if I believe them to be unfathomably wrong) because I want my customers to have a good experience with me and I like to think that any bad experience can be turned around if enough care is given.
Without leading you all any further up the garden path, I guess my interest is simple. How many of you are happy to raise an issue with your coffee/beverage when you purchase it if you are not happy? What about those of you who are like me and just slink away unhappy and unlikely to return? What do you think would empower you enough to raise an issue you have? Do you find that some venues/barista are easier to approach than others?
Thanks for reading, I will be interested to see what you all have to say.
I was out at a dinner party the other week and I met a couple who raved about their local cafe because apparently somewhere around the place that customers picked up their coffees was a sign that said something along the lines (paraphrasing):
Dear Customer,
We want you to have the best experience possible, we recognise that we are human and sometimes make mistakes, so if you find your coffee doesn't taste right, please don't be shy in coming forward with your complaint and we will happily remake it for you.
I found this interesting for a couple of reasons:
1. It is a refreshing change from the hipster 'wanker barista' attitude that seems to permeate through so much of the industry (I can get away with saying that because I am one of those wankers).
2. It made me think about my own habits as a customer and I had to be honest with myself. I never speak up. No matter how wretchedly horrible the beverage that is laid out in front of me ends up tasting, I put on my bravest face and walk out a few dollars lighter in the pocket and a cup of something that is likely to see the nearest bin upon leaving the venue.
This second point especially struck me as an interesting insight (maybe only an insight into how mentally deficient I am) because when placed on the other side of the counter, I take pains to ensure customer satisfaction, this includes sucking up any pride I might have and remaking a beverage if the customer sees it in someway unfit (even if I believe them to be unfathomably wrong) because I want my customers to have a good experience with me and I like to think that any bad experience can be turned around if enough care is given.
Without leading you all any further up the garden path, I guess my interest is simple. How many of you are happy to raise an issue with your coffee/beverage when you purchase it if you are not happy? What about those of you who are like me and just slink away unhappy and unlikely to return? What do you think would empower you enough to raise an issue you have? Do you find that some venues/barista are easier to approach than others?
Thanks for reading, I will be interested to see what you all have to say.

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