Body language speaks louder than words.
Take a walk in your customers’ shoes to find out if your customer service needs improvement.
Be honest—when was the last time you met and chatted with one of your customers? If your answer is, “not lately,” you’re in the majority. But you’re also at risk of not knowing what customers experience when they frequent your café or restaurant—and not knowing what needs improvement will likely lead to a loss of business.
You’ve got the perfect location, great food and drinks, and you think you have the perfect staff to welcome your customers. But even well-meaning baristas, bartenders and servers can come off sounding impatient, impetuous or just plain lazy when dealing with customers. Just about everyone’s communication skills could use a bit of polishing so they can talk to customers in the most welcoming way possible.
Topics: Customer Satisfaction
It might not feel like fall just yet, but it’s almost the perfect season for sitting in a coffee shop, reading a good book and slowly sipping a steaming, spicy cup of chai.
Whether it’s adding to your specialty coffee menu, selling gift items or going outside your shop to find new business, diversification can be smart—if you don’t take it too far.
Have you ever walked into a specialty coffee shop to get a simple drink, only to be confronted with a mile-long list of beverage options—and retail offerings (greeting cards, t-shirts, coffee mugs, bags of granola, trendy teas, hip magazines, candies)—that were more than a little overwhelming? A shop that has transformed from a focused and uncluttered coffee purveyor into a snacks and sundries retailer is hard to define as a specific type of business.
Being a coffee shop owner puts you in a unique position to make decisions that affect the world beyond your your front door. Consumers are increasingly making their voices heard by having their purchases speak for them, choosing one coffee shop over another because they feel that shop's values are shared with their own. When all things are equal, retailers can further distinguish themselves by investing in causes that will ultimately affect their future.
To operate a successful coffee shop, you have to balance five key performance indicators: marketing, customer service, product quality, consistency and speed of service.