Let's Do Coffee

 Let’s Do Coffee -

 If the doors are open, you're in business.

Nothing annoys me more than a coffee shop that doesn't serve coffee.

I love a good cup of coffee. I'm not fussy, a latte, a flat white or a nice cappuccino. I just need my shot of espresso every few hours.

Now I make a pretty mean cup myself, even enjoying roasting a few beans to use at home, but I still like to go out with friends for a cuppa Joe sometimes.

You could say I'm a social drinker. If someone is offering one, or suggesting we grab a cup, I'm up for it. Its my one vice.

What really annoys me though,  is when I show up at a cafe an hour before closing and they've already run a cycle through the machine and are refusing to make me a coffee.

Why are the doors open if I can't get a coffee?

Atmosphere

Or, what about when you're having a late coffee and they start slopping water everywhere and dragging  tables and chairs across the floor as they clean? Making an awful racket. 

'Hello ?!! I'm still here, trying to enjoy a quiet cup. I can't even hear the conversation.'

Once, my partner mentioned something to the lady who was cleaning in one coffee chain and her reply was 'Well, I have to work on Mother's Day'

My thought? If you're at work, you work. And you make your customers welcome no matter what the time of day, or where you'd rather be. ( Side note - That particular outlet of The Franchise, closed its doors for good soon after - Was her attitude good for business?  )

One franchise coffee house we went to, shut the doors 40 minutes before closing displaying the 'Closed'  sign to new customers while we were still in there. All so that they could start dragging chairs around and sweeping up, giving them an early minute….. Do you think that was the perfect cup?

My take on this is? If it's still business hours you should be in full operation.

After all, going out for coffee is as much about the atmosphere as it is about the coffee. 

If the doors are open, you're in business.

On one evening a few years ago, we made a booking at a city hotel to avoid travelling home after a concert. When we returned to 'the hotel' it was before midnight and we thought we'd have a drink before heading upstairs.

My partner had some liquor and I ordered a coffee.

Yes, you guessed it, I was once again refused service. The bartender said he had ‘cleaned the machine’.

Now this is probably not his fault but rather a 'hotel policy' or a result of lack of time to do it later. But what ever happened to 'Keep the customer satisfied'?

The result? They lost a long term customer in me and everyone else I talk to.

I have never stayed there again nor eaten there at any time, even when prompted to by friends. And I do not suggest the place either, to anyone I know. 

I have repeatedly been contacted by the marketing department of 'the Hotel' to stay again, but I refuse to take up their offers, preferring to take my dollars elsewhere.

I have told those calling me why I do not stay, but have never received an apology or a special incentive to return to 'The Hotel'. So they continue to have a black mark against their name.

Image - coffee cup

Don't upset a coffee lover.

What I actually was being told by the hotel is - 'We only support people who purchase alcoholic drinks after dinner. If you want a coffee with friends, don't come here.'

I reiterate - If the doors are open, you're in business. Give the customers what they want. 

Sure, clean up a spill or mess, or wipe a table clean for the next customer, but don't make your remaining customers, the cash wielding kind, feel unwelcome or uncomfortable.

You never know what lasting impression you might leave and how damaging this could be to future business.

Building A Lasting Brand.

Could you apply this to your business?

If someone shows up to your office or showroom and wants to be shown something so they can make a choice to buy, but you'd rather be packing up, do you show them the door or make them feel unwelcome? Or do you see this as an opportunity to make a good lasting impression and many future sales?

If you see every customer as an opportunity to further your business' appeal, then you'll be on the right track to building a sustainable business and a lasting brand.

Until next time - Have a great day, and make every meeting special.

Fletch is an entrepreneur who has worked and trained in business and customer service for more than 30 years. He enjoys writing and delivering training on business relations and good customer service.

If you like what you read here - contact Fletch to further your business appeal.

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©   FLETCH SAYS 2019