From Both Sides of the Counter

There is something that I see almost every time I am at a cafe. It does not really matter if it is an independent or a chain. There is a sense of elitism from both sides of the counter. I know you have seen it or been a part of it - I am not grouping myself out here either. When I think of this problem, I normally tend to favor the side of the customer. But, it seems that our friendly baristi in some parts think that the cocky personality comes more from the customer than anywhere else. I know the customers think differently! So, I was flipping through a few coffee blogs this morning and came across this post about consumer etiquette when at a coffee shop. Yes, I agree with some of what is said here - mainly the third one about not talking on your cell phone while ordering or in line. It does make it tough to serve you. Here is the complete list from CoffeeSlinger (not the shop in Oklahoma City!). 1. Don't talk to me like I'm stupid. 2. Don't spend ten minuets standing in line and then wait until you get to the register to take your first glance at the menu. 3. Don't talk on your Cell Phone while your talking to me. It's rude. 4. Make your full and complete order when you order. 5. Please throw your trash away. 6. Flush the toilet. 7. Keep an eye on your kids. 8. Treat others the way you would like to be treated. 9. It's okay to ask Questions. 10. It is eSpresso, NOT eXpresso. She goes into detail on each of these things which is worth the read I think. Some of it I have simple answer to - it is your job! Yes, it would be great if every customer put their dishes in the bus bin (as it would be nice if every cafe had a place that was marked for this action!). It would be nice if customers would keep the r. rooms clean. It would nice if they would flush the toilet, keep an eye on their kids, and other things. Here is the deal - they mostly do not! It is our job - as owners, managers, barista - to take care of our cafe. While I think it is our job, it is also our job to train our customers - yes. they can be trained! So, all of that being said, there are those that you just cannot please. There are customers that, no matter what you give them, they will send it back. Customers that have been "trained" by other cafes on terminology, drink style, prep style, etc that you will not be able to satisfy. That is part of our business and, in my opinion, you should just inform them that you have done everything in your power (please be sure that you actually have!) and that you just can't get it right for them and if they are not ok with that, not to come back. Yes you want their business but not at that sort of price. We are people you know and it sucks to get bashed all the time. Customers, be nice to your barista. They are trying their best to be your friends and treat you like they mean it! Barista - come on! Yes, you probably know more than the customer about shot extraction, velvety miro foam, thick crema, 9 bars, and blueberry flavors in Harrar. That is stuff you should be so excited to talk about with customers! I hear it too many times - a customer coming in and ordering a mocha or frappe and the barista taking it as a personal offense and making the customer feel bad for ordering it. In fact, I have seen this story play out way more than I have seen a customer attack a barista. We should all take the time to talk about our product, why we do what we do (and why we don't), and give our customers ideas on what to order and what it all means! That's what makes us at Evoke so excited! We get to go to clients homes and business and talk about coffee. Yes, we get the order for the Caramel Macchiato all the time. That is fine. We just explain the drink, that we do not serve it and give a suggestion for something similar. People love it! So, yes, I overall agree that there are many things that are tough as a barista when dealing with a customer. It is our job though. If it is to much - you may be in the wrong field. People are a huge part of what coffee is about. Those 20 sets of hands that touch our product from field to cup - that is the music behind the whole deal! Get to know your customers and I assure you, they will begin to take on the traits your shop wants them to take on. ...be bold Tagged: cafe evoke, coffee catering, coffee, espresso, tea, oklahoma, oklahoma city The Global Exchange Fair Trade Store is your Online Source for Socially Conscious Gifts