Brilliant Advice from Colin Harmon's book

My train-ride reading this week was Colin Harmon's book "What I know about running coffee shops" https://whatiknowaboutrunningcoffeeshops.com/
It's one of those "experience human does brain-dump of his life's knowledge". I agree wholeheartedly with virtually all of it, but when something new-to-me comes along, it's then totally in line with how I think and so it immediately changes my thinking in a deep way.
Here's a great example of an insight about to how to help your customers feel better about waiting for their coffee:
"Another thing to do is to give customers strangely specific wait times. In a busy queue, I'd often go down the line with the first three customers and tell them:
1st customer: I have yours here
2nd customer: Yours is a cappuccino?
3rd customer: Yours is going to be about 70 seconds"
The explanation of why this works is the paragraph following, and you should buy the book to read it, and the ~20 other gems of brilliance scattered around the pages.
-john
My train-ride reading this week was Colin Harmon's book "What I know about running coffee shops" https://whatiknowaboutrunningcoffeeshops.com/
It's one of those "experience human does brain-dump of his life's knowledge". I agree wholeheartedly with virtually all of it, but when something new-to-me comes along, it's then totally in line with how I think and so it immediately changes my thinking in a deep way.
Here's a great example of an insight about to how to help your customers feel better about waiting for their coffee:
"Another thing to do is to give customers strangely specific wait times. In a busy queue, I'd often go down the line with the first three customers and tell them:
1st customer: I have yours here
2nd customer: Yours is a cappuccino?
3rd customer: Yours is going to be about 70 seconds"
The explanation of why this works is the paragraph following, and you should buy the book to read it, and the ~20 other gems of brilliance scattered around the pages.
-john


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