Serve with dignity! How should coffee shops deal with difficult customers?

Professional coffee knowledge exchange more coffee bean information please follow the coffee workshop (Wechat official account cafe_style)

Over the past few decades, the domestic catering service industry has developed rapidly, and front-line staff often say "sorry", and "the customer is always right" has become the basic rule of the store. The service attitude of shopkeepers is often regarded as the criterion of a "good store". A good coffee shop should not only have delicious coffee and comfortable environment, but also provide good service. However, is it good service to be customer-oriented, humble and courteous, and accept all the guests' requests according to the order?

I believe that if many friends are engaged in the coffee industry, or often patronize coffee shops, they should have seen a lot of customers messing around in coffee shops. Such things as "frequent complaints, bad reviews" and "constantly asking for orders" are still easy. Some "children are noisy", "occupy seats for a long time without ordering", "take advantage of small things", "indoor smoking" should not be rare, as well as some unreasonable consumption behaviors such as "reservation does not come", "regard coffee shop as their own home", "ignore shop rules" and other unreasonable consumption behaviors, as a member of the service industry. Does the coffee shop have no choice but to accept it and take it all? Is the service attitude of groveling and responsive to every request really reasonable? What is the nature of service attitude? In the face of unreasonable consumption behavior, how should coffee shops respond reasonably?

Hold the coffee steadily and have a correct attitude.

Cafes are an industry with a little social responsibility. usually, customers who push in need to be comforted. When consumers choose this store, they also identify with the attitude of the store to some extent. Baristas may make the 100th cup of coffee today, but for guests, it is their first cup of the day. It is the bounden duty of the coffee shop to provide guests with a suitable and satisfactory cup of coffee. Only by being responsible for the product seriously can it be regarded as a reciprocal transaction.

But in addition, the positioning of the cafe is very important, and the shopkeeper needs to know what kind of service he provides before the guests will get used to it and develop a tacit understanding. If you want to make coffee seriously and do not intend to develop in an all-round way, then focus on the coffee product and walk in when you encounter an unknown guest who does not want to take the time to understand the menu. Give each other a smile generously and tell them that they are making professional coffee in the store. No light meals or other services are provided.

The positioning of coffee shops can not be easily retrogressed, shops should clearly know where their boundaries are, otherwise if they make concessions, next time someone will use the previous example to raise the level indefinitely. When you encounter a request for service that is irregular and unable to provide, as long as you explain it with a smile, the guest will usually understand. If you really meet an unreasonable guest, smile more brightly, and then refuse.

Make reasonable rules and treat guests like friends

A coffee shop should know what it wants and what its position is. There is no such thing as "the customer is always right". For unreasonable consumers, it is necessary to state the store's position clearly.

You can never fully satisfy all the guests. Domestic consumers are extremely changeable, but their qualities are uneven, and even coffee shops that provide drinks will encounter strange situations. The so-called coffee shop service should be based more on demand. For example, if a customer asks if he can borrow a tissue, it is "demand"; but if a box of paper is put in the store and the customer takes away the whole box, it is "demand", and many consumers are often asking for too much. If shopkeepers do not want to ask for trouble, they should figure out what services they are willing to provide, make rules, step on the bottom line, and establish the service within a reasonable range.

"the customer is God" is not suitable for coffee shops. Can you experience what it feels like to be a "God" for more than a hundred yuan? It's too good to be true? The real long-term relationship between coffee shops and customers should be "friendship". Because good service should be intimate, and thoughtfulness should be natural, not a standard operating procedure for professional smiles, 90-degree bows and mechanization; it should be concerned about the needs of guests and establish an equal relationship between people. will make consumers feel that they are with you. Otherwise, if you treat your customers as God, God will naturally treat you like ants.

The coffee shop itself should first write down the rules of the game, so that consumers can search and understand the rules of the cafe before entering a cafe, and think about it and comply with the regulations before spending. Only in this way can we achieve a satisfactory balance between shopkeepers and consumers.

Provide the right form of service, you can produce the right value.

"the service industry is not equal to the catering industry". At least in terms of Chinese and English, the two are different industries. The industrial types of coffee shops vary a lot, from professional cafes that specialize in coffee, to cafes that can eat at the same time, "coffee + X" that combines other industries, take-out coffee shops with pure takeout, and Cafe from part-time bars. If the type of industry is wrong, so will the services provided.

Most of the consumption problems encountered by domestic coffee shops are cultural, which can not be improved in the short term. Do those customers who "pay is the boss" need to accept it as well? Do those "unscrupulous" coffee shops need low-key tolerance? How to deal with the behavior of "breaking an appointment without credit" and "ignoring store rules"? Can rejecting the "unreasonable demands" of some customers bring satisfaction to other customers?

"Japanese-style service that emphasizes bending" is not suitable for China, and the type of small shops in Europe and the United States that "emphasize self-discipline" is not suitable for China. Those are consumption patterns produced by another culture, and it is impossible for Chinese operators to copy them all. Therefore, what the domestic coffee shop counterparts should think about is, what kind of culture does China have? What kind of business do you want to do? What can be done?

If more customers are accepted at the same time, the service quality corresponding to each customer will decline; if the manpower is expanded, the cost of the store will be increased; if the product items are increased, the production line and raw materials must be expanded. Every change in the management form of coffee shops will naturally bring new chain effects, so what kind of services should be provided in order to produce the value they want? These are the daily issues that coffee shops need to consider.

Last

Providing coffee service with a comfortable environment and delicious experience is the goal of many coffee shops, but this quality needs to be maintained by everyone. As a matter of fact, consumption and operation should be a relationship of equality and mutual benefit, and the subject and object should still respect each other. Maybe next time, before you open your mouth, try to think from the standpoint of the shopkeeper and see if we, as consumers, accidentally forget to understand each other and don't let ourselves become arrogant guests who "spend money is my uncle".

END