Comments on: Educating the customer http://www.jimseven.com/2008/12/13/educating-the-customer/ James Hoffmann's coffee blog. Thu, 18 Mar 2010 23:39:55 +0000 hourly 1 By: In the News « Brave Little Roaster http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-91534 In the News « Brave Little Roaster Tue, 23 Dec 2008 22:52:00 +0000 http://www.jimseven.com/?p=649#comment-91534 [...] to the very issues I’ve been contemplating. Two posts on education: how best to effectively reach customers, and the expectations of professional training [...] [...] to the very issues I’ve been contemplating. Two posts on education: how best to effectively reach customers, and the expectations of professional training [...]

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]]> By: loma http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-91174 loma Wed, 17 Dec 2008 03:57:45 +0000 http://www.jimseven.com/?p=649#comment-91174 BUT SOME PEOPLE ARE JUST SO STUBBORN! And I feel like they are always on the other side of the counter from me. I suppose I am still irritated with a customer that had today who wanted a single shot mocha but 4b only have double naked portafilters. I said I sorry we couldnt do a single shot and told him the reason and then he preceeded to tell me he was used to getting a single shot mocha at tartine! So I offered him a half caff one. He was fine with this and as I was putting the drink up to be made he told me that ours are normally to strong for him. Then I asked if it was too strong in coffee taste or in caffeine and he FREAKED out on me and told me to 'forget it all', and 'it was too much trouble and too complicated' and that he would just have a regular mocha. I really wanted to give HIM SOME LIP! I would love to be able to give someone the drink without having to compromise quality and also with the portafilters we have chosen. I just want to say that there is definitely a time and place for giving some attitude back! BUT SOME PEOPLE ARE JUST SO STUBBORN! And I feel like they are always on the other side of the counter from me. I suppose I am still irritated with a customer that had today who wanted a single shot mocha but 4b only have double naked portafilters. I said I sorry we couldnt do a single shot and told him the reason and then he preceeded to tell me he was used to getting a single shot mocha at tartine! So I offered him a half caff one. He was fine with this and as I was putting the drink up to be made he told me that ours are normally to strong for him. Then I asked if it was too strong in coffee taste or in caffeine and he FREAKED out on me and told me to ‘forget it all’, and ‘it was too much trouble and too complicated’ and that he would just have a regular mocha. I really wanted to give HIM SOME LIP! I would love to be able to give someone the drink without having to compromise quality and also with the portafilters we have chosen. I just want to say that there is definitely a time and place for giving some attitude back!

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]]> By: The Wild Drink Blog - Blog Archive » Thought Provoking post on Coffee http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-91147 The Wild Drink Blog - Blog Archive » Thought Provoking post on Coffee Tue, 16 Dec 2008 18:31:23 +0000 http://www.jimseven.com/?p=649#comment-91147 [...] talk a lot about education and teaching people about the rights and wrongs (See James’s excellent post on educating the customer), but the British public is a tough beast [...] [...] talk a lot about education and teaching people about the rights and wrongs (See James’s excellent post on educating the customer), but the British public is a tough beast [...]

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]]> By: Educating the customer in Halifax… « daily YHZ espresso http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-91015 Educating the customer in Halifax… « daily YHZ espresso Mon, 15 Dec 2008 04:27:00 +0000 http://www.jimseven.com/?p=649#comment-91015 [...] (of Square Mile Coffee in the UK)…  This weekend he continues his series with his musings on educating the customer…  Again a great read… (OF NOTE, the comment by Lawrence is not ME, but another [...] [...] (of Square Mile Coffee in the UK)…  This weekend he continues his series with his musings on educating the customer…  Again a great read… (OF NOTE, the comment by Lawrence is not ME, but another [...]

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]]> By: Alistair http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-90967 Alistair Sun, 14 Dec 2008 14:44:34 +0000 http://www.jimseven.com/?p=649#comment-90967 The cost of a cup of coffee is low enough to use the simple sales line of "If you don't enjoy the coffee more my way, I will make one the way you want it for free". As you say James, telling people isn't educating them, to be educated you have to understand the reasoning. The cost of a cup of coffee is low enough to use the simple sales line of “If you don’t enjoy the coffee more my way, I will make one the way you want it for free”. As you say James, telling people isn’t educating them, to be educated you have to understand the reasoning.

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]]> By: Seamus McFlurry http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-90961 Seamus McFlurry Sun, 14 Dec 2008 10:53:01 +0000 http://www.jimseven.com/?p=649#comment-90961 I agree that education is one of the hardest parts of being a barista. I tend to wait until I know someone well, or until they show an interest in what I'm doing. But, of course, we're all human and get it wrong sometimes, say something stupid and run the risk of alienating customers by coming across as an arrogent coffee-snob. When it comes to people insisiting that coffee tastes like crap, and tea is so much better I walk a very fine line between coming across as arrogent and being an educator. Having said that my traditional capps keep them coming back :s And I agree with Anne, some really good, thought provoking posts recently :) keep up the good work! I agree that education is one of the hardest parts of being a barista. I tend to wait until I know someone well, or until they show an interest in what I’m doing. But, of course, we’re all human and get it wrong sometimes, say something stupid and run the risk of alienating customers by coming across as an arrogent coffee-snob.

When it comes to people insisiting that coffee tastes like crap, and tea is so much better I walk a very fine line between coming across as arrogent and being an educator. Having said that my traditional capps keep them coming back :s

And I agree with Anne, some really good, thought provoking posts recently :) keep up the good work!

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]]> By: Peter V http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-90946 Peter V Sun, 14 Dec 2008 01:20:54 +0000 http://www.jimseven.com/?p=649#comment-90946 Great post! Lawrence brings up a great way to let the customer educate themselves. I know it has worked for me before in the case of a fellow who wanted a shot run through for a 10 oz "long black", so I served him that, and an americano made with a lovingly pulled double. He was amazed at how much better the americano was than the drink he insisted was better originally. You just need to have the time to do that when you're working bar! Now that I'm on the other side of the counter these days as a customer, I've had some frustrating moments in education. I've experienced condescending 'education' from a barista (without asking for any help, I was just eyeing some beans!) and it's an intensely frustrating experience. Baristas have to be aware of how they approach the customer and be sure that the customer is a candidate for education. Once that is ascertained, then they can go at it. Great post! Lawrence brings up a great way to let the customer educate themselves. I know it has worked for me before in the case of a fellow who wanted a shot run through for a 10 oz “long black”, so I served him that, and an americano made with a lovingly pulled double. He was amazed at how much better the americano was than the drink he insisted was better originally. You just need to have the time to do that when you’re working bar!

Now that I’m on the other side of the counter these days as a customer, I’ve had some frustrating moments in education. I’ve experienced condescending ‘education’ from a barista (without asking for any help, I was just eyeing some beans!) and it’s an intensely frustrating experience. Baristas have to be aware of how they approach the customer and be sure that the customer is a candidate for education. Once that is ascertained, then they can go at it.

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]]> By: Lawrence http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-90936 Lawrence Sat, 13 Dec 2008 22:21:34 +0000 http://www.jimseven.com/?p=649#comment-90936 I believe that educating your customers may well be one of the hardest things to do, especially while working on a counter and dealing with a variety of personalities who walk in the door on a regular basis. Perhaps one approach is to let your customers decide for themselves - make them a free latte that hasn't had the <b>extra hot</b> treatment, ask them to trust their palette - engaging them in the decision making process is more active of them then baristas standing at a machine and preaching. It's a tough one! I believe that educating your customers may well be one of the hardest things to do, especially while working on a counter and dealing with a variety of personalities who walk in the door on a regular basis. Perhaps one approach is to let your customers decide for themselves – make them a free latte that hasn’t had the extra hot treatment, ask them to trust their palette – engaging them in the decision making process is more active of them then baristas standing at a machine and preaching. It’s a tough one!

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]]> By: Anne http://www.jimseven.com/2008/12/13/educating-the-customer/#comment-90935 Anne Sat, 13 Dec 2008 22:19:24 +0000 http://www.jimseven.com/?p=649#comment-90935 Hey James, Have to say I'm really enjoying reading your articles lately! Thanks and I hope you keep doing more. I think that your Kevin Kelly link is broken though, at least in the feed. Hey James,

Have to say I’m really enjoying reading your articles lately! Thanks and I hope you keep doing more. I think that your Kevin Kelly link is broken though, at least in the feed.

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