Agggro customer alert!
So how would you handle a customer who is incredably rude to one of your barista? Rude doesn't really cover it... The customer has passivly threatened the barista and clearly Just does not care for her and will tell anybody who will listen so. The customer complains about her drink quality and service when there is no lapse in rather involving the barista in question. And the customer keeps returning . Appreciate the business but.. At the expense of the barista's comfort??? WWYD?
Replies to This Discussion
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Permalink Reply by Joseph Robertson on
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Here is what I do: First use the customers first name. If you don't know it, politely ask them what it is. Then start your comment with there first name always.
I have seen this done with as few as one word... only when all else fails. "OUT"
I have only had to use "Bob I'm going to have to ask you to leave" This is only after trying to communicate your needs to them very politely.
Try your best to be there and witness when this happens so it is fresh and not second hand, heresy information.
My best example is this: Say,"Bob or Mary" can I have a word with you? If that gets there attention, walk where it is a little more private. Then say how important your staff is to you and how you what them to work with and give each and every customer the best service and product possible. I understand you have a problem and I want to make it better. What can we do to make your experience the best. If she or he insists on making this a personal issue with your Barista ask them to politely ask for the manager or you personally when they have a problem the front staff can not handle. Put the ball of responsibility back in there park. Most of all be polite, you are representing your company in front of your customers.
I know this sounds like a lot of nice words so try it out on a friend with your staff and see how it feels.
Most of all set an example that your staff can look up to and hopefully follow.
JoeR
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Ambassador for Specialty Coffee and palate reform.
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Permalink Reply by Bryan Wray on
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Who is more valuable to you? The customer or the barista?
The barista is indeed on par with the others?
Is there a history (outside of your establishment) between the two?
Does the customer lower moral between other baristas even when the "hated" barista isn't around?
Is the problem customer driving away, annoying, or creating doubt with other non-problem customers?
What lengths have you already gone to in order to quiet the customer and this situation. Have these gained any traction in the situation?
Just simply some questions for you to ask yourself regarding this customer. If they insist that they are consistently getting a lower quality beverage from the barista in question, then ask how it is of lower quality. Mention (as long as it is true) that they are the only customer that seems to be complaining.
If the barista is someone you value, then stand behind them, though. As a lifelong barista, I can tell you there is nothing more frustrating than a boss that sides with a customer that is out of line just because the "customer is always right." At the same time, there is nothing more encouraging to me than a boss that backs me up when a customer gets out of line.
Along the lines of what Joe was saying... something as simple as, "Hey ____ that's seriously out of line. Can I talk to you over here for a second?"
Other customers that have respect for that barista will gain even more respect for you and your business if they see you stand up for it.
Go get 'em, lol.
-bry
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Thanks for bringing up the details Bry. These questions beg more questions so we understand the situation. Each situation requires a custom tailed response.
As you , Bry, point out about the classic detached boss that takes the side of the customer is way more than annoying to us who work in the trenches.
My gut and initial response is to back my staff but do it in a polite and respectable manner with the customer. Each customer is a walking billboard if you play your cards right.
Almost every day a customer annoys me partly because I think his or her actions are upsetting other customers. As the owner I need to weigh my thoughts and actions very carefully.
Aeryn, sorry I don't mean to get off the track of this topic. Please give us some more detail on your specific situation.
JoeR
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Ambassador for Specialty Coffee and palate reform.
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Permalink Reply by Cash Reynolds on
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Passively threatened? Of course that customer would not be coming back to abuse and threaten my barista! Just like like the barista wouldn't be coming back to work if he/she threatened or abused the customer. Even if I didn't care enough about a staff member to provide a working environment where they could feel safe and keep their dignity, I'd be concerned about the legalities that could arise If I knowingly let the abuse and threats go on. There just must be more to this that I don't know. I'd be curious to hear back as to how the situation gets handled. Or if it doesn't. These kinds of situations come up for all of us sooner or later I think. Thanks for bringing up the topic Aeryn. Best wishes. - Cash
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Permalink Reply by Cedric on
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Rude customers is one thing, threats on the other hand is something serious. I'd probably talk to them the first time around to let them know that type of behavior is not exceptable. If it happens again, I don't care how passive they are when threatening my baristas or customers...cops will be called and a restraining order will be written up. You never know what kind of person they are, especially if they're the crazy stalker type.
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Aeryn,
Please come back with some follow up. What are you doing with this situation. Has our combined feed back helped you with this question?
JoeR
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Ambassador for Specialty Coffee and palate reform.
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Permalink Reply by Aeryn on
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Thank you everybody For your input and responses! To come clean ; the barista in question is myself, I asked in third person because I wanted an unbiased (if you will) opinion. Before you ask or doubt me I Have had my actions reviewed by my cowokers and my superior and neither my customer service or product technique/quality lasped. Being the non confrontational person I am , I have been avoiding this customer I am actually worried evryday I workthat she will come in. Now I know that is not the mAture way to handle this but...this being a new job I didn't want to give anybody a reason to complain about me. Well I alerted my superior and my baristas about the situation and they All seem to say the same thing; " yea Mary can be difficult " am I alone in thinking that response ( or lack there of) is unacceptable? Now I don't want to step on my managers toes and take the situation but: I feel that this tension is unacceptable. The customer also has gotten comfortable with a free shot in her drink. Now all this to me at least is enough to garnish a response with my manager but it has not . So do I take care of this on my own ? With someone present? I'm stuck between following my gut and experience & not wanting to over step barely competent manager.... :/
Joseph Robertson said:Aeryn, Please come back with some follow up. What are you doing with this situation. Has our combined feed back helped you with this question? JoeR
--
Ambassador for Specialty Coffee and palate reform.
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Thank you everybody For your input and responses! To come clean ; the barista in question is myself, I asked in third person because I wanted an unbiased (if you will) opinion. Before you ask or doubt me I Have had my actions reviewed by my cowokers and my superior and neither my customer service or product technique/quality lasped. Being the non confrontational person I am , I have been avoiding this customer I am actually worried evryday I workthat she will come in. Now I know that is not the mAture way to handle this but...this being a new job I didn't want to give anybody a reason to complain about me. Well I alerted my superior and my baristas about the situation and they All seem to say the same thing; " yea Mary can be difficult " am I alone in thinking that response ( or lack there of) is unacceptable? Now I don't want to step on my managers toes and take the situation but: I feel that this tension is unacceptable. The customer also has gotten comfortable with a free shot in her drink. Now all this to me at least is enough to garnish a response with my manager but it has not . So do I take care of this on my own ? With someone present? I'm stuck between following my gut and experience & not wanting to over step barely competent manager.... :/
Joseph Robertson said:Aeryn, Please come back with some follow up. What are you doing with this situation. Has our combined feed back helped you with this question? JoeR
--
Ambassador for Specialty Coffee and palate reform.
-
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Thank you everybody For your input and responses! To come clean ; the barista in question is myself, I asked in third person because I wanted an unbiased (if you will) opinion. Before you ask or doubt me I Have had my actions reviewed by my cowokers and my superior and neither my customer service or product technique/quality lasped. Being the non confrontational person I am , I have been avoiding this customer I am actually worried evryday I workthat she will come in. Now I know that is not the mAture way to handle this but...this being a new job I didn't want to give anybody a reason to complain about me. Well I alerted my superior and my baristas about the situation and they All seem to say the same thing; " yea Mary can be difficult " am I alone in thinking that response ( or lack there of) is unacceptable? Now I don't want to step on my managers toes and take the situation but: I feel that this tension is unacceptable. The customer also has gotten comfortable with a free shot in her drink. Now all this to me at least is enough to garnish a response with my manager but it has not . So do I take care of this on my own ? With someone present? I'm stuck between following my gut and experience & not wanting to over step barely competent manager.... :/
Joseph Robertson said:Aeryn, Please come back with some follow up. What are you doing with this situation. Has our combined feed back helped you with this question? JoeR
--
Ambassador for Specialty Coffee and palate reform.
-
-
Thank you everybody For your input and responses! To come clean ; the barista in question is myself, I asked in third person because I wanted an unbiased (if you will) opinion. Before you ask or doubt me I Have had my actions reviewed by my cowokers and my superior and neither my customer service or product technique/quality lasped. Being the non confrontational person I am , I have been avoiding this customer I am actually worried evryday I workthat she will come in. Now I know that is not the mAture way to handle this but...this being a new job I didn't want to give anybody a reason to complain about me. Well I alerted my superior and my baristas about the situation and they All seem to say the same thing; " yea Mary can be difficult " am I alone in thinking that response ( or lack there of) is unacceptable? Now I don't want to step on my managers toes and take the situation but: I feel that this tension is unacceptable. The customer also has gotten comfortable with a free shot in her drink. Now all this to me at least is enough to garnish a response with my manager but it has not . So do I take care of this on my own ? With someone present? I'm stuck between following my gut and experience & not wanting to over step barely competent manager.... :/
Joseph Robertson said:Aeryn, Please come back with some follow up. What are you doing with this situation. Has our combined feed back helped you with this question? JoeR
--
Ambassador for Specialty Coffee and palate reform.
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Permalink Reply by Alex Galt on
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Speaking as an owner, I would not feel that it was appropriate for one of my staff to ban a customer. They are encouraged to kick out drunks when they occasionally wander in, but they refer these kinds of situations to me and my wife (we're a family business). Nor would the customer likely take you seriously as a staff member. I'm sorry to hear that your manager is not handling the situation, that reflects poorly on them. If I were in that person's place I would deal with it decisively, one way or the other depending on the circumstances. Is there an owner that you can talk to? Or is this a chain that you work at? If it's the latter, then there may not be much that you can do.
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Sorry about the repeated response , no idea how that happened, yea it's a corporate run creature . I'm an assistant mAnager ( says my name tag) but customer nor staff seem to appreciate that little factoid. Because it seems as though I might just have to suck it up and deal with it I find myself suddenly without a backbone ( or at least seen that way)
Alex Galt said:Speaking as an owner, I would not feel that it was appropriate for one of my staff to ban a customer. They are encouraged to kick out drunks when they occasionally wander in, but they refer these kinds of situations to me and my wife (we're a family business). Nor would the customer likely take you seriously as a staff member. I'm sorry to hear that your manager is not handling the situation, that reflects poorly on them. If I were in that person's place I would deal with it decisively, one way or the other depending on the circumstances. Is there an owner that you can talk to? Or is this a chain that you work at? If it's the latter, then there may not be much that you can do.
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