I’ve been a coffee addict since college, and a frequent caffeiner of coffeeshops since my first stay in Seattle a few years before they started appearing here on the Atlantic coast.
Here in Newburyport, with a preference for the independents and the fresh pastry they always offer, I sit and sip in Cafe Chococoa so often–and at times for so long–that they should charge me rent instead of having me pay per cup.
Downtown has other coffeeshops, of course, one of which is so conveniently within steps of the laundromat, that I can’t resist taking whatever book I’m reading at the time and going there for the dry cycle.
Last Monday, I went in for a cup of coffee while there were three young women behind the counter. One was sorting out and counting money while another was packing pastry into boxes. The third woman was alternately engaged in talk with one or both of them while also taking the order of two customers who walked in ahead of me.
Those two customers had many questions about options for their orders, which the woman waiting on them answered–while also continuing to talk with her co-workers. Meanwhile, I stood there, knowing exactly what I wanted–a hot coffee, black, which would have taken less than a minute to serve–waiting for one of the other two to take my order. Never happened. After at least five minutes, I turned without saying a word, went out the door, and walked around the corner to Abraham’s Bagels.
Thinking that management might want to know about this, I sent a message via the shop’s website to “Whom It Concerns” describing what had happened. Because I have lately noticed things like this in retail settings, I wondered if my complaint was generational. And so I added this to my message:
Decades ago, I was hired as a delicatessen clerk, my very first job. Among the most vivid memories I have of that first day is the very first instruction: Never leave a customer waiting for any reason other than waiting on another customer. Any other task was to be put aside.
I’m not writing to complain about your staff, but to let you know how it reflects on your business…
Seemed impossibly silly, but I just could not shake a nagging feeing that what I had been taught sixty years ago is today as much an anachronism in the retail setting as counting back change.
Outside the retail setting, the list goes on: Blaming yourself for not watching your step when you trip over something rather than immediately asking, “Who can I sue?” (sic) Or looking both ways and making eye-contact with drivers before crossing a street rather than expecting everyone to halt as soon as you start to cross paying attention to nothing other than your cellphone.
I tried to reassure myself that any answer would surely concede that one of the baristas should have at least acknowledged my presence with a cheery, “Be right with you.” Oddly, the response says almost everything but that:
I understand the principle you were taught decades ago, but unfortunately, the idea of never leaving a customer waiting is not always practical in a small café with a small team and limited space.
There are many essential tasks that need to happen throughout the day: restocking food and cups, cleaning, rebrewing coffee, and preparing for the next rush. If we only did these things when there were no customers in the café, many of them simply would never get done. We would quickly run out of things, and the overall experience for everyone would suffer. Sometimes, a customer will need to wait a little while so that we can keep the café running properly.
I would also like to clarify that seeing several people behind the counter does not necessarily mean that several employees are actively working. Our baristas are welcome to come in and enjoy coffee whenever they like, even when they are not working. One of the things they appreciate about working at _____ is this relaxed environment. They often voluntarily offer to help the person on shift with small tasks, which I appreciate and encourage. I could also have been one of the people you saw that day. When I am at the café, it is usually to take care of a specific task rather than to work a regular shift.
We also currently have several baristas in training, and simply being present behind the counter does not necessarily mean someone is yet able to take orders or perform every task independently.
Finally, while I appreciate that you knew exactly what you wanted, we cannot control how many questions the customers ahead of you may have. We want everyone to feel welcome asking questions and taking the time they need to make their choices, even if that occasionally means someone else has to wait a little longer.
If you are in a hurry and would prefer not to wait in line, you are also always welcome to place an order online ahead of time for pickup.
Thank you again for taking the time to share your feedback.
Warmly,
“Warmly” is such a nice touch. Surely the writer did not intend to insult me, but how else could I take that after an oddly AI-generated-sounding blizzard of excuses for making a customer standing patiently in their shop feel that he is not worth their attention? And the suggestion to “order online”? Now that is no coffeeshop for old men!
Silly as it seemed, my hunch was right, it is the business, not the employees, that will neglect a customer for the sake of its own policy & procedure. Toto, we are not in the 20th Century anymore.
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