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  • The Good Customer Repository!

    Weve got the place for offloading when theyre rude or just plain silly, but do we have a place for the good stuff? Ive been feeling a bit down of late, for a variety of reasons, but the following has made me pretty happy and I hope there will be more added to it:

    1. A customer had been causing a lot of trouble for my off-sider. Had been going on for weeks, complaining to the boss and basically being very mean to her every time she came in. The brunt of it seemed to be she just doesnt like young E.
    So she came up to me and complained E had charged her the wrong amount and presented her docket (given out with her order) and her own calculations on the back of a teabag packet.
    Since she had the docket I could pull up an itemised receipt from the till and politely informed her that shed ben charged the correct amount.

    After she left I said to Erin, as I continued to serve, dont feel bad - you charged her the right amount, treated her with the same respect as every other customer and it just so happens sometimes a person will not like you so "Just remember you are here to provide good customer service, not to take abuse"

    and the little old lady at the counter cries out "Thats right!" like shes at a union rally or something, and all the customers behind her join in. The support seemed to put some wind back in Es sails and I was pretty inspired myself.

    2. One night I was on fire, just right in my element on the Wega. Two separate customers, at opposite ends of the shift, commented on how I moved with the machine and was doing many things at once. One guy said I was "a machine" the other said it was "just amazing to watch"   I was speechless, but managed a little bow of thanks.

    So share your good stuff! Its nice to be reminded that what you do is important - because it makes someone happy (the most important thing of all? I think) and its been noticed that you do it well, or you have the support of some lovely strangers. And thats pretty  8-) cool

  • #2
    Re: The Good Customer Repository!

    Originally posted by 2E262F2A202A2C3630430 link=1264980464/0#0 date=1264980464
    Weve got the place for offloading when theyre rude or just plain silly, but do we have a place for the good stuff? Ive been feeling a bit down of late, for a variety of reasons, but the following has made me pretty happy and I hope there will be more added to it:

    1. A customer had been causing a lot of trouble for my off-sider. Had been going on for weeks, complaining to the boss and basically being very mean to her every time she came in. The brunt of it seemed to be she just doesnt like young E.
    So she came up to me and complained E had charged her the wrong amount and presented her docket (given out with her order) and her own calculations on the back of a teabag packet.
    Since she had the docket I could pull up an itemised receipt from the till and politely informed her that shed ben charged the correct amount.

    After she left I said to Erin, as I continued to serve, dont feel bad - you charged her the right amount, treated her with the same respect as every other customer and it just so happens sometimes a person will not like you so "Just remember you are here to provide good customer service, not to take abuse"

    and the little old lady at the counter cries out "Thats right!" like shes at a union rally or something, and all the customers behind her join in. The support seemed to put some wind back in Es sails and I was pretty inspired myself.

    2. One night I was on fire, just right in my element on the Wega. Two separate customers, at opposite ends of the shift, commented on how I moved with the machine and was doing many things at once. One guy said I was "a machine" the other said it was "just amazing to watch"   I was speechless, but managed a little bow of thanks.

    So share your good stuff! Its nice to be reminded that what you do is important - because it makes someone happy (the most important thing of all? I think) and its been noticed that you do it well, or you have the support of some lovely strangers. And thats pretty  8-) cool
    [smiley=tekst-toppie.gif]

    Comment


    • #3
      Re: The Good Customer Repository!

      Originally posted by 4E464F4A404A4C5650230 link=1264980464/0#0 date=1264980464
      So share your good stuff! Its nice to be reminded that what you do is important - because it makes someone happy (the most important thing of all? I think) and its been noticed that you do it well, or you have the support of some lovely strangers. And thats pretty   cool
      Agree. I now look at it like this. I work on a statistic that about say 1 in 20 (could be more or less )customers are rude,arrogant etc. So when confronted with that customer i say to myself " Ok this is the 1 in 20 customer here, they will soon be on there way, let them have their rant, there the one with the problem, and i can get on with serving the majority of good customers. Anyway it helps me get through. 3 deep breaths help to.

      Comment


      • #4
        Re: The Good Customer Repository!

        I love my customers, because to a fair extent I get too choose them I really dont have any to complain about!! Lucky me. ;D

        Comment


        • #5
          Re: The Good Customer Repository!

          Great thread idea, Mel...and yes, youre right, we should have had this one sooner! It would be great to see it go the way of the other thread too, that is big and perhaps bigger!

          I agree that the bad customer is one in probably a million for us out in the bush and that we really see great customers more often than not.

          Generally speaking, our customers love our service and come in for that. I often get told that people love coming into our bakery and its not just because of the food.

          Probably my most recent happy customer story is about a regular who actually has quite a fussy drink and the rest of the staff (bar the boss lady) try to palm her off onto me because they hate getting it wrong. This particular day that she was in, she was also after a coffee for her husband and I just happen to know how he likes his drink too.

          Typically for a small town, if you come into our bakery regularly chances are youll know either everyone else there or at least half the current customers in the shop. So, sooner or later youll end up caught up in conversation with friends, family and getting served by us. So it was for my customer on this day.

          As I handed her her coffee and her husbands, she raced to the sugar to grab one for her DH as she knew what he had as well. But Id already beaten her to the punch, putting the sugar in before Id even started the shot. So I quickly stopped her and told her that his coffee had his one suger in it. Her response was with a big smile and the comment...

          "Oh! See I knew you were good!"

          And she collected her things and happily walked out the shop.

          All I could think was..."Ah...another happy camper."  

          Comment


          • #6
            Re: The Good Customer Repository!

            Thanks scoots, I know most customers are quite pleasant but sometimes you can just feel good for having done them right... love making the "difficult" ones smile.

            My fave compliment this week, from a regular "difficult" customer who was at the counter at 9.01am: "You are ready? You not find the early morning difficult?"
            Me: "Nope, Im all on it, was ready at 8.20, totally killing it!"
            Mrs Fuss: "Oooh not like the other girl, she always angry or crying. Even better than BossLady!"

            Me: "Dont tell her that!!" ;D

            Comment


            • #7
              Re: The Good Customer Repository!

              There is at least one moment in every day when something is said or something happens that makes my day. Recently, they have come in a flurry.

              a) A customer hobbled in on crutches, ordering a cappuccino with 1 1/4 sugars. I said I could do that, and called him back to the counter, asking him to add the sugar to the cup himself. When I offered to take it out to the car for him, one of my regulars intervened and took it out for him.

              b) I gave Julian a guided tour, explaining how coffee is grown, seeing the raw beans and lifting him up so that he could see inside the roaster, then giving him a cloth badge from a bag of Sulawesi Toraja to commemorate his induction into coffee roasting. Julian is 3 1/2yo.

              c) Bob Dylan, Cyndi Lauper, Ute Lemper, and Frenzal Rhomb are playing in the background. A customer who hears some of the music goes back out to her car and brings me a CD to play.

              d) A few weeks ago a customer whose name I shall call, "a long black with a dash of cold milk in a large cup" (LBDCM), was telling me about some personal issues she had. LBDCM cried and I hugged her. Her story haunted me throughout the day and I wrote her a letter. Later she told me it made her feel better and gave me a pot plant in appreciation for what I had done. Today, she invited me out for dinner, which was very flattering considering she is beautiful and I am at least 15 years older than her. I told her I was already taken and friends is good. She came around the counter, gave me a hug and said, thankyou.

              e) A cafe at Cronulla that do about 350kg a week have opened for a few evenings a week doing pour over, syphon, and whatever takes their fancy - just for the fun of it. Last week they chose to use one of the coffees I roast.

              f) I just took delivery of 500kg of raw beans. I always get excited when they arrive.



              Comment


              • #8
                Re: The Good Customer Repository!

                Originally posted by 7B5A5151564C3F0 link=1264980464/6#6 date=1265935441
                There is at least one moment in every day when something is said or something happens that makes my day.  Recently, they have come in a flurry.

                a) A customer hobbled in on crutches, ordering a cappuccino with 1 1/4 sugars.  I said I could do that, and called him back to the counter, asking him to add the sugar to the cup himself.  When I offered to take it out to the car for him, one of my regulars intervened and took it out for him.

                b) I gave Julian a guided tour, explaining how coffee is grown, seeing the raw beans and lifting him up so that he could see inside the roaster, then giving him a cloth badge from a bag of Sulawesi Toraja to commemorate his induction into coffee roasting.  Julian is 3 1/2yo.

                c) Bob Dylan, Cyndi Lauper, Ute Lemper, and Frenzal Rhomb are playing in the background.  A customer who hears some of the music goes back out to her car and brings me a CD to play.

                d) A few weeks ago a customer whose name I shall call, "a long black with a dash of cold milk in a large cup" (LBDCM), was telling me about some personal issues she had.  LBDCM cried and I hugged her.  Her story haunted me throughout the day and I wrote her a letter.  Later she told me it made her feel better and gave me a pot plant in appreciation for what I had done.  Today, she invited me out for dinner, which was very flattering considering she is beautiful and I am at least 15 years older than her.  I told her I was already taken and friends is good.  She came around the counter, gave me a hug and said, thankyou.

                e) A cafe at Cronulla that do about 350kg a week have opened for a few evenings a week doing pour over, syphon, and whatever takes their fancy - just for the fun of it.  Last week they chose to use one of the coffees I roast.

                f) I just took delivery of 500kg of raw beans.  I always get excited when they arrive.

                Beautiful stories Den. Thanks for sharing them with us!  

                Comment


                • #9
                  Re: The Good Customer Repository!

                  brilliant den I start work in about an hour and thats given me a nice little boost before heading into the pits!

                  Comment


                  • #10
                    Re: The Good Customer Repository!

                    Originally posted by 04252E2E2933400 link=1264980464/6#6 date=1265935441
                    e) A cafe at Cronulla that do about 350kg a week have opened for a few evenings a week doing pour over, syphon, and whatever takes their fancy - just for the fun of it.Last week they chose to use one of the coffees I roast.
                    Excellent.

                    Comment


                    • #11
                      Re: The Good Customer Repository!

                      Ha...funny thing happened...

                      I was on my way into Off Topic to look for this thread, couldnt find it at first...had a "womans look" and found it up at the top of the board... [smiley=thumbsup.gif]

                      And the reason I was wanting to be in this thread today...well heres my good customer being put into the Repository where they belong...AGAIN!

                      Yesterday, my good customer was in and she noticed that I wasnt as smiley as I usually am and said so. To which I told her that I wasnt feeling 100% and that I was just in "operating mode" (as opposed to "happy Scoota mode" ;D)

                      Anyway, today, I see her coming through the door, big grin on her face, huge bunch of flowers in her hand.

                      "These are for you!" She happily exclaims. "I told my husband he had to wait a few more minutes before we left to drive to Sydney so as I could pick you these out of my garden!"

                      Beautiful red, yellow and orange roses, with a smattering of other smaller purple flowers...

                      People commented ALL day on those flowers and asked who they were from and who they were for.

                      I got HEAPS of mileage out of "One of my customers gave me those for making them coffee...gratuities of any kind are accepted here!"  ;D

                      Comment


                      • #12
                        Re: The Good Customer Repository!

                        a shout out to one of my customers, who upon hearing that my supposedly guaranteed cageside tickets to UFC110 in Sydney had fallen through invited me and a friend to his corporate box without hesitation. All I ever do is answer his questions, show him new toys and then take his money.

                        As painful as some of my customers are, this guy is a real gem.

                        Comment


                        • #13
                          Re: The Good Customer Repository!

                          Who cares how many kg you do, when Im getting an average of 10 kisses a week from customers.

                          Lifes grand!

                          Comment


                          • #14
                            Re: The Good Customer Repository!

                            haha nice one dennis! Im back at work this arvo (after being sick all week) and youve reminded me of someone I might see tonight... I get a lot of hugs n kisses from my elderly dears, but the one that blew me away was a chick about my age who randomly gave me a cuddle when I was out of the box. *virtual peck* for the reminder.

                            And this one isnt about a customer being kind to me, but it is heart-warming.
                            We have a guy with Down Syndrome who comes in regularly. Last week he decided he didnt want to be called by his name anymore - he wanted to be called Croc, after one of our barstaff who shares the same name as the late crocodile hunter. So Little Blondie from the bar took him on a tour of the whole club, introducing everyone to her new friend "Croc". He was pleased as punch cause hed gotten everyone to call him Croc.

                            Sometimes we are lucky enough that all work can stop to indulge someone like that. I dont know much about Down Syndrome, but I do know hes pretty old for someone with it, and I think its great that we can take the time for him.

                            Comment


                            • #15
                              Re: The Good Customer Repository!

                              Ha ha, now youve made my day Mel.

                              It has been my privilege to work in the disability (now Human Services) sector and have nothing but fond memories.  Say, "Good Morning, how are you today?" and you got either a huge smile, hug, vigorous handshake, or all three!  Even the odd time when someone would like to demonstrate their disapproval of the day by spitting in your face was at least, honest.

                              PS: I dont count the kisses from the elderly.  :P  ;D

                              Comment

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