Six Ways to Freshen Up Service at Your Store

Customer service is something any business owner should always be focused on—and it’s particularly important for retail coffee businesses.

Your customers come into your shop for the local personal touch, as much as for the quality beverages you produce. It’s important to remind your staff and new hires of how important the little things are. We have provided a few tried and true ideas, to help boost your customer service levels!Improve Customer Service At Your Store

Be Yourself: Friendly greetings should carry some personality. Customers know when they are being sincerely greeted vs. just fed a forced hello. With some freedom your employees can share some of who they are with the customers, and still meet the greeting requirements for high-level customer care!

Get Feedback: Make sure your baristas, managers or servers are all listening to complaints and compliments. Huddle with your employees monthly/weekly to get their feedback on customer satisfaction. Did they over hear any complaints on something in your shop? You should know about it—and be doing your best to meet concerns. Not every customer is going to be 100% pleased, but re-occurring complaints should be addressed.

Respond Quickly and Earnestly: If a customer is dissatisfied with any aspect of your product or service, be sure to address their concerns right away. Not only will a quick solution appease the complaining customer, it will make all other customers in your store at the time feel more comfortable. You should also be checking the internet regularly for complaints/compliments on your business. Reinforce the compliments with your employees and address complaints professionally.

Show Your Personality: Encourage your baristas and servers to come out from behind the counter when it’s slow. Double check to see if the customers are doing all right, and if there is anything that can be done to make their visit better. When customers feel friendlier with your employees: they are more likely to hang around, come back or order more drinks and food.

Know the Menu: When your employees are well educated, they implement the best customer service. Give your employees all the information you can on new products so they can share this information with customers. Even have servers and baristas sample new products so they can describe them to customers. What coffee pairs best with the new granola bars you have? If your employees can answer questions about your products they can sell them.

Strive for Quality: If your employees are all creating consistently good and similar drinks, your customers will always be satisfied with their beverage experience. To help with this we offer Coffee College. Our Specialty Coffee Basics course teaches employees how to prepare espresso, as well as other hot, iced and blended made-to-order beverages properly drink-after-drink, customer-after-customer. Training ensures quality and improves productivity, sales and customer satisfaction.

For more customer service tips, contact our Customer Care Associates at 800.835.5943 and ask for more information!

New Positions Open at Stockton Graham & Co.

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*UPDATE: These positions have been filled.* 

Two new positions are open at Stockton Graham & Co. We are looking for a Customer Care Associate and a Customer Care & Inside Sales Supervisor to join our team! Find out more below:

Customer Care Associate Position

We’re looking for a specialty coffee enthusiast with 2+ years of industry experience who is interested in long-term career growth. The ideal candidate is outgoing, friendly in-person & phone, is a career-driven, self-motivated professional able to confidently work without direct supervision. This position involves consulting and training on a wide variety of topics related to coffee, espresso, specialty beverages, and food service. It may require some travel and a flexible schedule, including some weekends and evenings. [read more]

Customer Care & Inside Sales Supervisor
The Primary Function is to help coordinate, train and direct the day to day activities of the customer care and inside sales associates (CCA Group).  In addition to performing the regular customer care associate duties, additional duties to support inside sales. The ideal candidate will have a passion for specialty coffee, espresso, and café culture, along with 4+ years of industry experience. [read more]

Stockton Graham & Co. is Offering $5 off a Case of Café Essentials Through August!

cafe-essentials-logoStockton Graham & Co. and Dr. Smoothie have teamed up to offer a great promotion on all Café Essentials through August 31, 2013. Every case of these great products, mixed or full, will be $5 off.

Cafe Essentials is Dr. Smoothie’s gourmet specialty beverage line. They have developed multitudes of flavors, sure to please any palate. Offering coffee, chai and cocoa mixes, Café Essentials can suit any need you have for your drink menu.

Some of our most popular selling products from Café Essentials are: Original Chai, Neutral Base, Ja’Mocha and Truly Latte. To learn more about other Café Essentials products, view the 2013 Dr. Smoothie catalog here!

To learn more about this promotion, or order Café Essentials products call our Customer Care Associates at 800.835.5943!

Introducing Monin All Natural Fruit Smoothie Piña Colada. Available Now!

Monin Pina ColadaStockton Graham & Co. now has Colada Monin All Natural Fruit Smoothies in! This smoothie mix is ready to serve, just pour over ice and blend! Liven up any spring menu by offering this great new flavor to your customers! It’s gluten free and packaged for fresh taste in 46oz cartons for easy storage and handling. This smoothie mix is made with only natural ingredients: no artificial flavor, color or preservatives. After tasting it here at Stockton Graham & Co., team members said it was sweet and tropical. Learn more with this Piña Colada Flyer from Monin!

Monin Fruit Smoothie Mixes are also available in Mango, Peach, Wildberry, Strawberry and Strawberry Banana! For the year of 2013 Monin is offering a manufacturer rebate $3 back on every case you buy, and there is no limit on how many you can redeem!

To order your Monin Fruit Smoothie Mixes today, or to learn more about any of our great products, call your Customer Care Associate at 800.835.5943!