Posted Wed Jul 16, 2008, 5:57pm Subject: Re: WOW..Sounds like Nick (Murky) is a bit POed
This is very interesting considering that he has an article on this site called "The Barista Code of Conduct."
I found this part in the "Code" very interesting:
"Umm... is this decaf? Cuz I wanted decaf."
What happens next will separate the professionals from the primadonnas. The primadonna will immediately argue with the customer, or at the least, turn around in an audible and visible huff, clearly annoyed that he or she had to expend any artistic energy on such a savage.
Baristas, it's not about you, it's about the customer. Recently, someone proposed that we look ahead to the Fourth Wave, saying that their hypothetical "Fourth Wave" is when the consumer-base learns to recognize and appreciate the Third Wave and its endeavors. I vehemently disagree. The Third Wave is NOTHING without its customers! In fact, it's all about the customer.
Let's let bad attitudes and primadonna-stuff die with the Second Wave. If a customer comes up and has a problem with their drink, be it too hot, too cold, not enough vanilla, too much mocha, not enough whipped cream, or not enough foam... the professional thing to do is to apologize and remake the drink for them. People nowadays blow off the old adage, "The customer is always right," because it's obviously not literally true. The customer is often wrong! They DIDN'T say DECAF!!!
However, the saying is pointing to a simple fact in a customer-service setting: it's about the customer. If their needs aren't met, your business' needs aren't met. In fact, other than the obvious things that might be grounds for immediate dismissal at my shop here in Washington DC, such as stealing, etc., I have a well-known rule: when a customer brings their drink back to the bar and needs their drink re-made, if the barista shows any "attitude," they're fired. There is NO room for stuff like that.
So again, what CAN you do then? Treat your customers as you would the judges in a barista competition. You DO want their approval, like it or not. If they don't like their drink and their experience, then they won't want to be a paying customer anymore, and no paying customers... no pay. No pay? No job. It's okay to take pride in your work, but think of it this way, if the customer doesn't enjoy their drink, you can't be proud of it. Your job is to provide the best coffee and espresso experience possible, and if it takes three tries and three 16-ounce lattes of varying temperatures to accomplish that, then isn't that a small price to pay for perfection?
...
The coffee is the centerpiece, but serve it with a side of unprofessionalism, and the total experience is ruined.
To go from that article to threatening a customer? Unbelievable Nick... truly sad and unprofessional in a way I can't even wrap my head around. If we all addressed every stupid customer that came in we wouldn't even have time to make coffee, you know that as well as any barista.
Nick, as a leading voice in the coffee industry and more or less the voice and face of coffee as far as the WBC is concerned (at least for Americans) you have to be more careful than anyone how you take an inconvenient customer.
Was the customer ridiculously out of line? Without a doubt. What he wrote on the dollar bill and threatening the shop with arson is absolutely uncalled for and grounds for action. Did Nick take it too far by stooping down to his level and below? Again, without a doubt. By reacting the way you did, you gave this guy exactly what he wanted. He publicly made a fool out of you by upsetting you and making you look as childish and foolish as him. If someone threatens violence on your shop in a clear and obvious manner you take it to the police. Period, the end, no need for further action. When we had a cognitively impaired customer come in and tell us that he was going to purposely slip and fall on our sidewalks and then sue us because we wouldn't let him shovel them for money, it was simple: Call the police, let them handle him. And they did, and he hasn't been a problem since.
Truly sad and disappointing. This is a dark point in specialty coffee's history and progression. We didn't need this Nick, not at all.
-Bry
Bryan Wray
"I just hope that people realize that coffee is not just a caffeine delivery service, it can be a culinary art." -Christopher Owens
Posted Thu Jul 17, 2008, 10:01pm Subject: Re: WOW..Sounds like Nick (Murky) is a bit POed
I am serious about my coffee, but all of this is over the top.
I once went into Barefoot and asked for a couple shots poured over ice. The barista polietly explained that he could not do it but would give me a couple of shots and a cup of ice and I could make the abomination my self. He then offered me an iced coffee brewed Toddy style. It was very good.
When I got to work I had finished the coffee so I added some ice to the cup and dumped two double shots into it. It was also good. Maybe my pallate is not refined enough to tell the difference.
koffeekev Senior Member Joined: 21 Jul 2002 Posts: 623 Location: Connecticut Expertise: Professional
Posted Fri Jul 18, 2008, 10:24am Subject: Re: WOW..Sounds like Nick (Murky) is a bit POed
Oh don't be so hard on Nick. He reacted! We all react. It's usually better to wait a day until we hit the send button but on occasion we all have a lapse in judgement. The rule is a little unusual but the customer was a bit of a jerk when he threatened arson. Good luck with the fallout Nick. Kevin
P.S. I can't help but wonder if the patron was incredibly tall.
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