what customer requests do you say no to?
Out of curiosity , In your shops respectively, what are some customer requests that you absolutely cannot/ will not comply with?
Do you make a 20 oz caramel breve with whip?
Do you pull a long shot?
Do you make a 200?
do you Ice the espresso or serve it to go?
Which rules are yours personally , which ones are store policy?
I've got a few of these myself but I would really like to hear from some others.
Do you make a 20 oz caramel breve with whip?
Do you pull a long shot?
Do you make a 200?
do you Ice the espresso or serve it to go?
Which rules are yours personally , which ones are store policy?
I've got a few of these myself but I would really like to hear from some others.
Replies to This Discussion
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Permalink Reply by Chris on
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christopher myers said:
Pretty much the only thing I say no to is 16oz cappuccino. We go by the rule of thirds so...you know...that's impossible...and gross.
I make a ten- twelve ounce cappuccino on days that I would normally have two, but have to leave early and still want the drink/caffeine. I simply make two doppio into the same cup, and double the amount of milk that I steam.
If I were to come to your shop and order a 16 oz cappuccino, I'd expect you to put three cappuccini into the same container. And, of course, charge accordingly.
I'd only do that, mind you, if I were driving through, really liked your coffee a lot, and was trying to make time.
I will occasionally drive a truck for a buddy of mine, and folks at some shops (Murky once, Barefoot another twice, and just missed John in SLC) are familiar with the odd request.
Murky and Barefoot, BTW, are the only shops that have refuse me things that I have requested. Both, however, were very nice to explain why, and to provide me with an alternative that was perfectly acceptable.
There have been occasions where I wanted a larger than eight ounce drink, but still wanted it to be a cappuccino. I've simply suggested that we save the two small cups they were going to serve me the two drinks in, and just go ahead and make the pair into the larger container that I was going to pour them both into anyway. They can usually be convinced to save the paper/water/plastic/whatever.
And I differ from quite a few other 'unreasonable' requests in that I have absolutely no qualms about paying a difficulty tax for ordering outside the box. My response to "I'll have to charge you $X.XX extra for that" is, "OK. Money for coffee... I still think I'm getting the better end of the deal!"
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Permalink Reply by christopher myers on
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I'm cool with that, but, you mean you'd expect me to understand that "16 oz cappuccino" means 3 cappuccini in one cup, or you'd expect me to make your special request if you pay for it. I like the challenge of special requests, what I don't like is that people think that cappuccinos are the sophisticated thing to order, but then they also like a lot of whatever they order, therefore, "gimme the biggest cappuccino you got". Which tells me they really want a latte. Most of you would probably not ever drink a 16 oz latte, but, baby steps.
Chris said:christopher myers said:
Pretty much the only thing I say no to is 16oz cappuccino. We go by the rule of thirds so...you know...that's impossible...and gross.
I make a ten- twelve ounce cappuccino on days that I would normally have two, but have to leave early and still want the drink/caffeine. I simply make two doppio into the same cup, and double the amount of milk that I steam.
If I were to come to your shop and order a 16 oz cappuccino, I'd expect you to put three cappuccini into the same container. And, of course, charge accordingly.
I'd only do that, mind you, if I were driving through, really liked your coffee a lot, and was trying to make time.
I will occasionally drive a truck for a buddy of mine, and folks at some shops (Murky once, Barefoot another twice, and just missed John in SLC) are familiar with the odd request.
Murky and Barefoot, BTW, are the only shops that have refuse me things that I have requested. Both, however, were very nice to explain why, and to provide me with an alternative that was perfectly acceptable.
There have been occasions where I wanted a larger than eight ounce drink, but still wanted it to be a cappuccino. I've simply suggested that we save the two small cups they were going to serve me the two drinks in, and just go ahead and make the pair into the larger container that I was going to pour them both into anyway. They can usually be convinced to save the paper/water/plastic/whatever.
And I differ from quite a few other 'unreasonable' requests in that I have absolutely no qualms about paying a difficulty tax for ordering outside the box. My response to "I'll have to charge you $X.XX extra for that" is, "OK. Money for coffee... I still think I'm getting the better end of the deal!"
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Permalink Reply by ¡AЯЯÓN! on
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I made a 20oz caramel breve yesterday! Long Shots??? Upon request, I will run two shot cycles(?) through a single dose for a regular's americano. I make a 200 chai latte upon request and I, personally, love a doppio over ice. I adhere to store policy as long as I can represent what the company is all about, give our guests the best experience they can have and produce the best drinks I can!
Satellite Coffee in Tacoma, WA has a sign that says "No White Mocha & No Decaf!" ...I love it!!!
Anyway, I WILL NOT microwave coffee!!! Customers will sometimes ask to nuke the coffee to make it extra hot - but I tell them that I will make them an extra hot french press or pour-over. I explain that I refuse to serve sub-par coffee.
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Permalink Reply by Kathy Fadorsen on
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I hear their is a group trying to get rid of ronald mcdonald because he makes kids fat! Well I happen to think it is the parents job to raise their kids and they have to say no when they have had enough. But if you are old enough and have the money for whatever even if I would not drink it or eat it I say go for it. I drink my coffee black and I can not remember the last time I had a mocha, but I sell over 30 large mochas a day. 500+ calories Does anyone need this I bet not but some sure enjoy it. When I go on a long car ride I like to take a large White Chocolate mocha with me again I would not enjoy every day but once every couple of months it is a nice treat.
Every thing in moderation.
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Permalink Reply by Shellie Adams on
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It is not my place to say no to a customer's request. I can recommend other drinks but if a customer really wants something then they are entitled to it.
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I don't think Joe Camel should be banned either people make choices everyday for different reason. I do not think the goverment needs to get involved. I do not allow smoking at either of my coffee shops but I defend my right to make that decision. Because (they) one day might want to ban something I enjoy like maybe caffine!!! which has also been proven to be addictive.
Ricky Sutton said:Joe Camel was banned, why not Ronald?
I agree with moderation.
~R
Kathy Fadorsen said:I hear their is a group trying to get rid of ronald mcdonald because he makes kids fat! Well I happen to think it is the parents job to raise their kids and they have to say no when they have had enough. But if you are old enough and have the money for whatever even if I would not drink it or eat it I say go for it. I drink my coffee black and I can not remember the last time I had a mocha, but I sell over 30 large mochas a day. 500+ calories Does anyone need this I bet not but some sure enjoy it. When I go on a long car ride I like to take a large White Chocolate mocha with me again I would not enjoy every day but once every couple of months it is a nice treat.
Every thing in moderation.
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Permalink Reply by Bryan Wray on
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Espresso to go. In the time it takes for me to explain why you'd have consumed your beverage and it isn't worth the possibility of ghetto lattes.
I'll ice your espresso but it's going to take a while because I'm not going to let ice and espresso touch.
Oh... and backflips... won't do em no matter how many times you ask.
-bry
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Permalink Reply by Brady on
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Shellie Adams said:It is not my place to say no to a customer's request. I can recommend other drinks but if a customer really wants something then they are entitled to it.
I don't know about that "entitled" part. Your shop is certainly free to choose what you will serve, and I'll not suggest that what I think you should serve is relevant. However, I do feel that a business has the right to choose to not serve something. It's balanced nicely by the right of the customer to take their money elsewhere.
Is the customer always right? Customers have asked us to install flat-screen tv's on the walls so they can watch Fox news. Customers have asked us to sell hot dogs, add a salad bar, franchise our store, be open 24/7, microwave half of a vanilla latte that'd been sitting in the car for 6 hours, serve them 5-hour-old leftover coffee (forgot to dump an airpot when we retired a batch)... you get the idea.
What you choose not to serve says as much about you as what you do choose to serve.
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Permalink Reply by Kevin Ayers on
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Its pretty rare that I will say no to anything ordered at our shop. While I may not think it is the right way to make something or whatever, if you're willing to pay for 6 shots of espresso in a 16oz cup, with caramel, then so be it. Just don't go put half the pitcher of 2% milk in it before you leave. The customer is always right, even when we know they are WRONG.
Now, if you are at my home, and I offer to make you a coffee on my home setup, then yes, I will make fun of you for a ridiculous request. But, if you're in my house, you know me and probably wouldn't ask me to make you an iced mocha with extra foam.
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The point is it is your choice and you make those decisions based on different reason.
Bryan Wray said:Espresso to go. In the time it takes for me to explain why you'd have consumed your beverage and it isn't worth the possibility of ghetto lattes.
I'll ice your espresso but it's going to take a while because I'm not going to let ice and espresso touch.
Oh... and backflips... won't do em no matter how many times you ask.
-bry
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Permalink Reply by Joseph Robertson on
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Brady,
Love your posts. Always on target and to the point.
Joe
Brady said:Shellie Adams said:It is not my place to say no to a customer's request. I can recommend other drinks but if a customer really wants something then they are entitled to it.
I don't know about that "entitled" part. Your shop is certainly free to choose what you will serve, and I'll not suggest that what I think you should serve is relevant. However, I do feel that a business has the right to choose to not serve something. It's balanced nicely by the right of the customer to take their money elsewhere.
Is the customer always right? Customers have asked us to install flat-screen tv's on the walls so they can watch Fox news. Customers have asked us to sell hot dogs, add a salad bar, franchise our store, be open 24/7, microwave half of a vanilla latte that'd been sitting in the car for 6 hours, serve them 5-hour-old leftover coffee (forgot to dump an airpot when we retired a batch)... you get the idea.
What you choose not to serve says as much about you as what you do choose to serve.
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?? Could you elaborate for me? I don't think I missed the point with my response at all.
-bry
Kathy Fadorsen said:The point is it is your choice and you make those decisions based on different reason.
Bryan Wray said:Espresso to go. In the time it takes for me to explain why you'd have consumed your beverage and it isn't worth the possibility of ghetto lattes.
I'll ice your espresso but it's going to take a while because I'm not going to let ice and espresso touch.
Oh... and backflips... won't do em no matter how many times you ask.
-bry
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