If you sell coffee to the public I'm sure you know the feeling, the customer comes in to your coffee shop where you have a menu listing all your different coffees, from a rich espresso to a mild latte, they look at you and say "Just a coffee please" !
(smiling politely) You then enter into the 'coffee quiz' to try and establish exactly what coffee they really want
Here are a few recent little gems that stick in my mind .....
1.
Customer: Do you sell coffee ?
Me: (smiling) Certainly madam, that's why we have a sign outside that says coffee shop !
Customer: Oh yeah. I thought you may only have sold tea.
Result: After a few questions she wanted an americano.
2.
Customer: I just want a coffee Please
Me: OK, any particular coffee. We do cappuccino, latte, americano.....
Customer: No, No I dont want any of those funny foreign ones. Just a normal coffee.
Me: Certainly I'll get that for you.
Customer:(Just as I was preparing the order) Sorry is it too late to change my order, I'd like a Mocha.
Me: Of course, that'll be one of those funny foreign Mochas then !
(I allowed myself a small amount of inner 'smugness' with this one)
Result: Customer sees the funny side and is now a regular !
3.
Customer: Can I just have a weak coffee ...... You know just half a spoon of nescafe !
Me: Speachless !
Result: After a very long and difficult conversation as to why we dont do instant, she had a latte.
4.
Customer: I'll have a black coffee with milk !
Me: Sorry, A what ?
Customer: A black coffee with milk
Result: An americano served black with a small jug of milk, exactly the way we usually serve it !
This customer sometimes drinks tea, served in a pot with a small jug of milk on the side .... she never
asks for a black tea with milk. She now loves to ask for her 'black coffee with milk' !
5.
Customer:(in a very rude, off hand manner) Coffee!
Me: Certainly, any particular coffee ?
Customer: (in a very rude, off hand manner) Just bring me a coffee !
Me:(other customers are now looking at us both) certainly madam !
Result: She got an espresso .
It certainly wasn't what she wanted, but she was too embarassed to say anything. She didn't finnish her 'coffee' but she did leave a tip !
There are times when 'The customer is always right' simply doesn't apply ...... but you have to keep smiling, be polite and remember that if you dont look after your customers ..... somebody else will !
With the exception of customer No 5, all are now regulars ... and very welcome !
I'm sure others have lots of similar experiences ..... I'd love to hear a few, just to reassure myself that I'm not alone !
Al
P.S. I've just realised something ..... these customers were ALL women !