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!
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!