cell phone etiquette (or lack thereof)

what is the best (NOT rudest/biggest slam) line you or any barista you know has ever used when dealing with a customer on a cell phone?

it is a point of commiseration all baristas share: customers who can’t be bothered to keep their conversations either outside or to a courteous low volume so that the rest of the zip code doesn’t know all the sordid details of that person’s life as they wait for their beverage.

i’m interested in gathering a working collection of some effective tactics to help the community as a whole share tips that can help those of us who work behind the counter in diffusing such situations. does the place you work post some sort of diplomatic warning sign at the door or counter for would be cell offenders? is there some secret you have mastered to help you rise above rude cell phone behavior? maybe you just have a little story to share about a cell situation that worked out better than expected.

obviously, i’m working hard here to set up some avenues for baristas to revisit their own feelings about what is commonly viewed as an unchangeable annoyance. again, i’m NOT looking for the slickest thing you’ve ever said to belittle a customer, or how you rudely skip all customers talking on their cell phones. let’s think positively, people, since we all have suffered the same fate and would love to know how better to deal with it.

i remember once a customer in my line during the height of the morning rush was waiting patiently in line when his cell phone rang. he was the first person waiting in line, ready to be served as soon as a register opened, yet when his ring rang he so astonishingly and refreshingly and old school politely excused himself completely out of the store to take his one minute call, at which point he actually got back in line at the very back of the line (maybe 12 deep at that point) and patiently awaited his turn to come again. i was so invigorated by this amazing display of cell phone manners that when he finally did reach the register i, as the manager, very prominently and within earshot of the next three or so people in line thanked him for practicing such stunningly cool cell phone etiquette and promptly comped his order. he smiled as if to say, “thanks for noticing, but i didn’t do it to be the center of attention,” which only underscored my point.  after positively reinforcing such great social etiquette so publicly, we began to see more and more of this type of courteous cell phone behavior sprouting up in my store (although i don’t recall comping anyone else’s orders after that…sad ain’t it?)  for that brief moment my store was an oasis of positive cultural change and i’m proud to say i was there to witness it.

your turn to share a moment or strategy…

Signature Drink Offerings

Part of the concept behind the signature drink in barista competitions is of a house or barista-specific specialty drink that can be ordered. The problem is that so many of these drinks are so elaborately assembled, that it would be seemingly impossible to have them on the menu as an offering.

I know of a few shops with “signature drinks” which are comprised of a combination of standard syrup or sauce flavorings, but are these really the same thing? Does an espresso drink made to taste like a Snickers really match the notion of a Specialty Coffee culture? We are to the point that people see coffee as a “sweet treat” more than anything else when they visit a shop. There are exception, few though they may be, but even then.. syrups are available, but very rarely do we find a real “signature drink” on the menu.

I think it would be interesting if shops would offer the signature drinks of their SCRBC entrants on the menu as a regular offering. This would mean, however, that huge elaborate setups like Jon Lewis’s “still” aren’t exactly a practical choice of equipment, and neither are Tatiana’s beer hats.

I’ve found that customers really like seeing a list of Signature drinks on a shop’s menu, as it makes ordering something much easier. I think it would be nice if these signature drinks matched up to the Specialty Coffee quality experience.

Is anyone in Texas already doing this?

Read : Write

Do those who care come off the wrong way to their customers?

If you’ll please take a look at exhibit A:

I know I’ve felt like that before… but without the verbalization. I know I’ve seen a customer (or several) walk in, when I was feeling inspired to make some killer espresso, and then they dash my hopes by ordering a bottomless cup of airpot drip.

I don’t believe I’ve often said anything about it to them, but the feeling is still there, and I can’t help but think that somehow, the feeling is illustrated in some way. Maybe in my voice. Maybe in the look on my face. It’s difficult to keep passion hidden, I think, and that’s really all it is.

The question, then, becomes this. Is the coffee equally as important as the customer? In other words, if a customer comes in and requests that you just destroy an espresso for their drink, what do you do? Do you honor their request, or do you politely decline because of the disrespect it implies towards everyone else down the chain who’s touched that coffee before you?

Is the customer really always right?

Just a thought.

Read : Write

Medici rah!

Up to Austin today with the fam. Of course, no trip to Austin would be complete without a pilgrimage to Caffe Medici. Flickr pics up here. Just look for the Caffe Medici set.

Also went to our other favorite Austin haunt, Momoko, for bubble tea.

I realize on days like these that a grossly misproportioned part of my life centers around beverages and the pursuit of good/quirky/interesting/flavorful beverages.

An espresso love story.

This is a pretty old video, but I saw it again today and thought I’d share it with you all.

Isomac = Love at first sight