When do we cross the line?
| What is the line? I am not going to post the article here on A Thought Over Coffee as it has been everywhere over the past few days but if you did not, there was a situation at Murky Coffee a few days ago that left one guy feeling less than good. It really sparked a fight that seems a bit out of reason - for both sides! I have been thinking alot about this over the past few months in fact. This just happened to take place at a good time for me as I sit down to write about my thoughts on coffee. Here are two questions that continually get stuck in my mind: 1. When do we need to cross the line for our customers? 2. What/Where is the line? In business, the customer is always right. Right? When is the customer wrong? Is it up to the business to post policy in advance so that the customer knows exactly how things will be when they come into our store? I think this gets even trickier when it comes to coffee retailers - food service in general really. When we go out to eat, we expect to get what we want. We are paying for the meal of course and it is the job of the server and kitchen staff to take care of us. I think we would all agree. If we want something not on the menu, we hope and mostly expect to get the meal the way we want it if we know they have the ingredients to fix it. Why is this so unnatural in coffee? As most people in the industry, I prefer traditional cappuccinos, lattes and espresso drinks - not diluted with sugar and flavor and not in 20 oz to-go cups. But I am also in business trying to please our customers. I want people to come back and I want people to understand the reason we love coffee and espresso so much! Isn't that the point? Maybe I am missing the point. I here so often of shops turning people away or making them feel horrible about themselves because they wanted a flavored latte or skim milk. It is sad really. Why would people ever want to come to a great cafe with great espresso and great trained staff if they are all assholes? Not me and I am in the business! Here is my point. Just because there are people that may not like coffee and espresso just the way we do, they are not idiots. Give them what they want to begin to offer and suggest new drinks for them to try. If they are drip coffee fans, buy them an americano. If they are a flavored latte fan, maybe suggest they try a traditional cappuccino. We did not all come out of the womb drinking espresso macchiato so keep that in mind. Coffee is a relationship business - both with our suppliers and producers and also our customers. Just as I do not want tomatoes on anything I eat, some want hazelnut in their latte. As Murky Coffee was saying, it is policy that they do not serve certain things. If that is true, it is how it is but I think the main reason I would have been upset about the situation as a customer would have been the interaction between barista and customer. Let's all just get along! ...be bold Tagged: cafe evoke catering, Oklahoma City, coffee catering, barista Our friends at Ideal Bite have free, fun eco-living tips! Delivered daily via email! |
...a thought by Cafe Evoke Coffee Catering at 7/22/2008 05:59:00 AM
Comments on "When do we cross the line?"
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Blair said ... (7/22/2008 06:21:00 PM) :
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Cafe Evoke Coffee Catering said ... (7/23/2008 07:10:00 AM) :
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OkPete said ... (7/23/2008 10:03:00 AM) :
post a commentJason,
Isn't Murky's policy flawed? I mean, if you don't want to have an iced latte on the menu to protect the quality of the product purchased by an unknowing customer - that is one thing. BUT, in this case the guy knew exactly what he wanted and asked for it directly. He is not choosing between an iced latte or their regular offerings. He is choosing between an iced latte at Murky's or an iced latte somewhere else. So what good is the policy?
Totally juvenile stunt with the tip, but clever nonetheless. Oh, and I think the owner of Murky's should look to punch people in the face - it is the gentlemanly thing to do!
Last question, is all press good press? Do you think Murky's will gain or lose business from this flak?
Cheers,
Blair
B-
I think you bring up some good points. I think it really all boils down to Murky not really caring much if a person buys from them or from someone else.
I think it is also important to note here that there are only a few things that Murky will not put over ice - espresso, cappuccinos and espresso miacchiatos. Anything else you can have over ice.
Why not a capp over ice? You can't get cold milk foam - period. The drink is impossible to make cold and that it just the way it is. For espresso? I don't see much difference with ice as I do with putting water in it but maybe I am missing something.
At any rate, as a business owner, I would think my policy (at least on this level) could be a bit flexible.
As for press. Funny you mention it. I actually have a post being written as I type (sort of) about press and how to control it. It, too, comes at a nice time.
I will wait to comment on it until the post has been published!
..be bold
"Just because there are people that may not like coffee and espresso just the way we do, they are not idiots. Give them what they want to begin to offer and suggest new drinks for them to try."
No. Go to any good French restaurant and ask for ketchup. They don't have it, won't give it to you and probably will curse under their breath at you (in French). No matter how much the waiter suggests to you that mustard is an appropriate condiment, you'll never try it if they readily hand over the ketchup. Customers will not change, only the restaurant will.
"When we go out to eat, we expect to get what we want. We are paying for the meal of course and it is the job of the server and kitchen staff to take care of us"
The responsibility of the restaurant is NOT to sell you what you want, but rather to offer you some quality options. You are paying not only for the service to prepare the food, but also the opinion, judgment and expertise of the chef. When you want it "your way", you insult the chef because you are explicitly devaluing his expertise.
At Burger King you get your hamburger your way because it is a purely service restaurant - there is no chef to insult.
At the French restaurant, you get it the French way. It is still up to you decide afterward if you like it or not, and whether you will return again.
Murky coffee doesn't want to be the Burger King of Coffee Shops. Good for them! There will always be more than enough BK Coffee Shops for when you want it your way. But Murky Coffee Shops, where quality is foremost, are rare gems.
Shift your perspective. When you eat out, you may not get it the way you want it, but from time to time you will find new things that you like, but have never tried. demanding what you want when you eat out will just get you stuck in a rut.
Come on, be bold!