Re: Painful customers

I probably fall under the category of "painful customer" for a number of
businesses.

When I order a milk drink - I will say how I like it prepared - I don't
supervise, just state how I like it. This makes me difficult, painful etc.
Simply because I step out of the normal boundaries.

I got my reward one day when a customer ordered four drinks, with specific
requests for each one. I bit my lip as I thought, I do this every time I
order a coffee so deal with it...

As for complaints, well thats different.

View someone complaining as a help - they are raising a concern with you,
and are trying to help you improve your business, so thank them! Work with
them. If they are wrong, let them work it out that you did have it right
after all. That way you pick up your shortcomings, and educate your
customers.

my 2 cents

Brent

> We all get them if you sell espresso. When I was green I would bend over
> backwards to make it how they wanted as I thought it would improve my
> skills. Now I just kind baffle them with BS till their confidence fades.
>
> I had a guy today who said his milk was burnt. It wasn't. So I told him
> how I had changed beans since his last complaint, which I hadn't. He
> finished his coffee still talking and using a stirrer to scrape the last
> bits out of his cup.
>
> "Then he said, "Nice coffee". I resisted the temptation to reply, "Even
> with the burnt milk?". Instead, I quietly thought to myself... so this is
> how you become a good barista!


.

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