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Thread: Bad coffee rant

  1. #1
    Member cosmicfluff's Avatar
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    Bad coffee rant

    Gene Cafe Coffee Roaster $850 - Free Beans Free Freight
    I feel cheated )=
    The double ris-piccolo I ordered is watery and disgusting. "We always use double ristrettos for our piccolos anyway." was the response I got when I ordered my coffee. So, naturally I assumed I would be getting a decent cup! Maybe Campos should send their trainers out to show them how its done.
    </\/rant>

  2. #2
    Senior Member sidewayss's Avatar
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    Re: Bad coffee rant

    I have experienced coffee that has sometimes not been made to the standards that a good coffee outlet should.

    Did you kindly tell them of your problem after you tasted it?

    A lot of times people let their feet do the talking, and cant be bothered raising the issue, especially in Australia, and then they tell their friends and blog it on the internet after they get home.

    On the other hand, being in the fine dining service industry, it is my job to ensure my clients are happy with their meals by following through after they have received their dish.
    I would approach them a few minutes later and see how theyre enjoying it.

    I wouldn,t suggest cafe owners go to each and every customer about their coffees but at least take a bit of time to glance around or have a quick chat when clearing tables.

    Gary at G

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    Re: Bad coffee rant

    Quote Originally Posted by 776D606173657D7777040 link=1315970893/1#1 date=1315976196
    ....Did you kindly tell them of your problem after you tasted it?......

    Gary at G

    Excellent point. I think the benefits of telling them outweigh the negatives.

    You see people writing that they cant be bothered, or why should they help someone pick up their quality etc.

    But the other side can be quite rewarding when the supplier spends a little time with you finding out what you thought, and very probably making you another to your liking, perhaps refunding your money, perhaps chucking in a noce biscuit or something, and maybe even giving you a voucher for a free coffee on your next visit.

    Its all about social interaction and goodwill, and you never ever know, if you dont give it a go.

    And then you could be in here singing their praises over the great way you were treated instead of.......

    :)

    Rgdz,
    Attilio
    very first CS site sponsor

  4. #4
    Member cosmicfluff's Avatar
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    Re: Bad coffee rant

    Quote Originally Posted by 405A575644524A4040330 link=1315970893/1#1 date=1315976196
    Did you kindly tell them of your problem after you tasted it?
    Yes I did (: She couldnt explain why the coffee wasnt up to scratch. She wasnt rude but was rather dismissive.


  5. #5
    Senior Member sidewayss's Avatar
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    Re: Bad coffee rant

    Ok. Then she could have delved into her knowledge of customer relationship and made you another one to reassure you that it was of user error.

    This is a case of young kid behind a machine out of sight of the boss who may well be in one of those moods.
    Regardless, the guy who spent thousands of dollars to build up his/her business and did their marketing research previously, provide great food and ambience, only to let the customer down in service and bad coffee is setting up themselves to fail.

    When a cafe can fix the problem swiftly and then follow through, they can redeem themselves when you go home and tell your friends about it, and in time you will return back because they looked after you.

    Skills, product knowledge and customer service.

    At barista schools they teach you skills, but its a real pity they dont teach you product knowledge, and service. The two other key requirements to a satisfying job and business.

    Gary at G

  6. #6
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    Re: Bad coffee rant

    I totally agree with everything youve said, Gary.* I had a lady pull me aside recently to tell me that the last takeaway coffee she had was undrinkable. I know she really knows her coffee, and likes it a particular way. I offered to make another one myself, just the way she likes it, which I did at no charge. She was pleased with the coffee and hopefully my service, and I hope she went away with a better impression than her last visit. It is an unfortunate part of the business that you cannot always look over the shoulder of your staff everytime they stand in front of the machine.* If more people had an attitude like Gary there would be less stress on a business, and customers too. :)

  7. #7
    Senior Member sidewayss's Avatar
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    Re: Bad coffee rant

    Psychology works in interesting ways in human thinking.

    I had a coffee sent back to me in the restaurant. She didnt look too happy as the other waitsperson could have misinterpreted the order.
    I personally insisted i go to the table myself and asked how she liked it.
    So i made the coffee to her requirements, cappucino, no sprinkles, half strength and hot.
    Made the coffee, sent it to her, then i went there 2 minutes later to see how she was faring.
    She was happy. Came up to me when she left saying thanks and she will be back.

    When she did come back, she always asked for me to make the cap for her, how she liked it.

    I think you could say we both experienced that warm feeling when we go that extra step that brings a smile to a customers face. It reminds us why we do this job in the first place Jenna :)

    We chose our profession not just for the money, but for the rewards from service.


    Gary at G

  8. #8
    Senior Member sidewayss's Avatar
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    Re: Bad coffee rant

    Quote Originally Posted by 5E6A7D6B70475B777E7E7D7D180 link=1315970893/2#2 date=1315978523
    And then you could be in here singing their praises over the great way you were treated
    Attilo, i bought my K3 from a non sponsor that is affiliated with a sponsor here.
    Totally unexpected, they offered me a coffee while they went to get the grinder, and when the grinder came, on top of the box was 2x 1 kg bag of browns, with a smile.
    What an experience.
    That is a gesture i wont ever forget, and i have sung their praises to others in return and that can only be good for their business.
    I have returned there for a few cuppas and ogle at their domestic machines for sale.

    Cosmicfluff, I,m sure that that wont be the last bad coffee you will have. Whats important is how they handle your feedback and how they can redeem themselves to keep your business.

    Gary at G

  9. #9
    Member cosmicfluff's Avatar
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    Re: Bad coffee rant

    Absolutely Gary (= I never hesitate to sing praises and recommend businesses whenever they go that extra mile or just little things they do that make your experience with them unforgettable. ^^

  10. #10
    Senior Member summercrema's Avatar
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    Re: Bad coffee rant

    rather customer tell me face to face my coffee is not up to their expectation than they vote with their feet.

  11. #11
    Senior Member sidewayss's Avatar
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    Re: Bad coffee rant

    Behmor Brazen - $249 - Free Freight
    Quote Originally Posted by 23253D3D35223322353D31500 link=1315970893/9#9 date=1316227066
    rather customer tell me face to face my coffee is not up to their expectation than they vote with their feet.
    Oh for sure.

    That gives you a chance to set things right.
    Each customer has their expectations of what a good cup of coffee is, and there are some who are somewhat left of center.

    If they dont tell you, you wont know.
    The whole point is, if they do tell you, dont dismiss them. Listen, and then try to make them the damn best coffee they ever had. Thats a key difference between a great cafe, and a cafe that is self righteous which is not a good formula for return business.

    Gary at G



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