When we teach our coffeehouse owners how to run a coffee shop we focus on many things including the coffee bar layout and design, the marketing, the equipment, and the products. One of the most important parts of this training is the customer service piece. Customer service seems simple enough, but in reality there is a lot more customer service involved in running a coffee shop than most people think. Creating a great customer experience involves the details; the details are what customers remember and are the reason they will keep coming back. It’s also the reason they will tell their friends about your coffeehouse.
Basic Tips for Great Customer Service:
1. Cleanliness – When customers walk into your coffee shop for the first time they notice the overall look and feel of your location. If the outside has litter and cigarette butts laying around or the inside appears dirty or run down this can be a huge turn-off. When running a coffee shop, it’s important to make sure your baristas regularly clean up after themselves and your coffeehouse patrons. Remember, if there is time to lean than there is time to clean.
2. A Friendly and Knowledgable Staff – One of the most important parts of running a coffee shop is making sure your staff is friendly and knowledgable. Customers should be warmly greeted upon entering your store. At Crimson Cup Coffeehouse we have implemented the 24/7 rule; when a customer is 24 feet away we give visual acknowledgment like a wave and when they are 7 feet away we give a verbal acknowledgement. In addition to customer service training, we make sure our baristas know company history and coffee facts so they feel prepared to answer any questions customers may have.
3. Consistency – When running a coffee shop, a clean store and great service can only get you so far. To retain loyal customers your drinks must be consistent in both taste and timing. A customer will not wait several minutes for a less than steller drink. High quality drinks need to be made quickly in order to retain loyal customers; particularly when you have a drive thru in your coffeehouse location.
4. Getting to Know Customers – Most people who regularly visit a particular coffeehouse location do so because the location is convient for them. It’s pretty common to have regular customers that you see on a daily, weekly, or monthly basis. In fact, when you run a coffee shop, you will often talk to your coffee shop customers more frequently than you do your own family! It only makes sense to learn their name, ask about their weekend, etc. Plus when you establish a friendship it’s more likely that they will continue to visit your store.
These are just a few basic customer service tips we tell to our coffeehouse owners, for more tips on running a coffee shop visit our open a coffee shop page.
