One of the joys of all service jobs, is the customer feedback report.
Not just because most people who have a good / normal / pleasant experience don't take the time to write an email so it's generally negative, but because it can be a fun a fishing expedition for a real gem.
We got a gem!!! We got a gem!!! Wait till you hear this one.
Apparently this customer has been coming in for 3 years every Saturday and has finally had enough and decided to send an email. The barista should know by now that this customer just wants to come in, pay for, receive the coffee and exit. She'd prefer no conversation whatsoever.
Wow. No conversation whatsoever. No, "What can I get for you?" No "That will be $4.20 (or whatever)." No conversation whatsoever. I love it.
I recently started working on Saturday mornings. I wish I knew who this was from so I could just point at the register or the cup of coffee and see how that goes over.
Speaking of feedback...here's some info.
They are very important.
Calls are forgotten.
Emails are forwarded, printed, highlighted, quizzed upon... you get the point....send an email!!
Reports are generated from feedback, as they should be. Are we up? Down? How do we compare to the other stores in the area? Compare to the city/overall? Comparisons are even made by day-part. Makes sense, right? I always work mornings. So, I for one, may like to see if the morning percentages are incredibly higher than the afternoon percentages. Though, I have not yet seen a staffing change because of it!!!)
If you don't know the baristas' names - write the day and time of the visit. Really, that impacts the whole team at that time and is helpful.
Just another tip from your friendly neighborhood barista,
Currently Caffeinated, Dee
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