So I work as a roaster, and with the recent weather I had to redo one of my espresso blends on the fly due to a backorder on some bags. I swapped out a Brazil base for a Mexican base on a blend for a certain customer. I informed them of this and that there would be no price change (the mexican was more $$ but I did not mind given the conditions) and if they had any issues to let me know and when the new crops arrived I would give them the old blend at no charge.
Today I get an email from them complaining that their shots are "watery", there is no crema, and that they are pulling to fast... I tested this blend before sending it out, and I had no problems with it (it was a tad bit spicy in comparison to the brazil but still all around great!).
Tomorrow I will be giving them a free batch of their old blend as promised, but I feel I should help them given the issue. Im not crazy here in assuming that the grinder needs an adjustment am I? The big question here for me is how do I explain this to them without coming across like a jackass. In sales the customer is always right, even when they are wrong, so I have to find a way to come across so that they will listen to me and at least adjust properly so this problem does not happen anytime a new crop arrives.
One last little thing to note: For an experiment I once bought Eight O'clock coffee from Wal mart and pulled shots with it, we still got crema.
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