Customer Service...

T

traca

Well-known member
Since my BF is out of town, I've explored beyond our usual haunt and landed on a great spot for coffee & wifi. (I work from "home" and being surrounded by people in a cafe helps.)

Prior to this foray, I enjoyed coffee and long hours at a nearby coffee shop for over a year. BF has been going there almost as long. To this day, there is no super friendly hello. No one greets us by name, nada.

Now I've been frequenting this new spot for a couple days and today, someone new waited on me. I had a writing project due and was there most of the day. By mid afternoon, the barista approached me, drink in hand and set it on the table. "Thought you could use an afternoon pick me up."

Note: This is *exactly* the same drink I ordered 4 hours earlier AND he gave it to me...on the house! I was totally blown away.

Guess who's a loyal customer now? Top Pot? I'm yours....

 
Think about it--that coffee cost the house less than a buck, but the thoughtfulness earned them

a loyal customer. The barista was probably idle at that moment. Instead of standing around looking bored or chatting with his co-workers, he decided to concentrate on the customer. If they've trained the staff to do this then they've really earned your loyalty.

 
Can someone school me here and get me up to speed? How does this

work? Someone goes in and has a cup of coffee and they have Internet access? Is the Internet access free or do they pay for it? And if so, how does the coffee shop make money? Oh cricky, I hate it when I feel like I'm out of touch of what is happening.

 
GULP! You mean someone actually... CARED???.. did something THOUGHTFUL?! Whatever are we coming to?!

 
orchid, I've never really understood the concept, either - how can they stay in business like this?

I've tripped over enough "loungers" and computer cables in Panera to warrant my not eating there. But... I guess with the price of coffees in these places today, you are basically paying "rent" on a table *g*

 
The Starbucks I went to when on a business trip allowed 2 hours a day free wireless.

I guess the idea is the longer you stay the more stuff they can sell you.

I also wonder if the whole idea of a coffee house differs from, oh, say, a regular restaurant, in that a coffee house has a history of being a gathering place where even strangers come to interact. A restaurant has more of a singular purpose, which is, obviously, to sell you a meal and get the table ready for the next party. I have heard the staff and managers of restaurants become irritated if you tie up a table during busy times. This would make sense, actually, as you are keeping them from making money.

That's my guess, anyway.


Michael

 
you most likely will meet your friends there, and a "full house" looks appealing to others and they

may be more inclined to stop in when a shop looks busy and popular. Kinda similar concept with guided fishing trips down here. We have friends who are professional guides, and it looks better for business when they have a full boat, so, if it's not full, they call us and offer us a cheap seat to fill up the boat. I bring lunch. everyone is happy.

 
Wifi helps attract customers. I buy coffee, usually something to eat later and often have meetings

all in the coffee shop. From a marketing perspective, it's easier to get *more* money out of an existing customer than to attract a new one. Creating a space that is considered a "third place" space is the premise largely behind the growth of companies like Starbucks. (There's a book on the topic but "third place" is essentially home, work and then _____ -- a gathering spot of some sort. Formerly private clubs, etc. Now coffee houses.)

 
Exactly. FYI - All Starbucks now offer free wireless. They just luanched that earlier this month.

(Unlimited wifi access.)

In a restaurant, you pay for a table and service, and typically they're very interested in you eating...and leaving. (Turning the table). In a cafe, most people don't linger but there's space there if you want to. Reading a book or a newspaper fits with the premise of a coffee shop.

 
Well said. Back in the day I was trained in these kinds of things, but so rarely experience it

myself, it's a nice surprise. Definitely something I don't take for granted.

 
Well, I just figured it out. This is S. Fl. We don't really have coffee shops.

I just did a google search for where I live and I see there is a Starbucks in the Mall by me. I hate the mall and try to avoid it if possible. Everyone lives in neighborhoods in houses and we drive everywhere. I curl up on the couch with my laptop on my lap with a glass of iced tea or a glass of wine. When I'm off I do some cleaning, pop online for a bit, made a fresh peach cake, back on line, prep some food for dinner etc. Just a difference in way of life I guess?

 
I have gotten to the point where I make the call to report good service

I have always been fast to call a manager and say "so and so had their butt cleavage hanging out while bent over the table behind us and it was practically upside my head" or "not only was the service bad but the waiter had the nerve to ask for a tip!" or even "I'm sorry I tried to interrupt your clerk's personal phone call to make my purchase" type of situations.

Now, in today's tight job market where everyone's job is hanging by a thread I have actually started calling when someone goes above and beyond, even if it's just making me feel welcome with an extra friendly smile and thank you.

I was in a store recently where I had done just this and the gentleman that I had reported for good service way above and beyond recognized me and told me he'd been given a gift card and certificate of appreciation. He told me it made his job that much better, knowing that he really did make a difference.

 
Since I "work" from home, I like going to coffee shops to have people around me. I miss

working in an office sometimes...Also, when I did stay at home and work, I couldn't seem to compartmentalize my life very well. I ended up working all the time. The idea of "home" began to take on a different meaning and I didn't care for that, so I sought out alternatives. Now I work in coffee shops, libraries, etc. I still do some work at home on occasion but it's definitely different now, and a much improved lifestyle for me.

(As an example, it's not uncommon for me to spend anywhere between 12-14 hours on the computer, daily. Twitter & the swap are my equivalent of stepping out to the water cooler!)

 
Where did that happen?? I'm MOVING!!

Just kidding about moving...packing critters and 29 years of marital bliss is no mean feat, but this sounds like a GREAT place to visit!

 
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