The Quickest Way to Fire Your Customers
My regular coffee shop usually makes a great latte, but the service tends to be hit or miss.
They don’t always get my order right, they often forget to say please and thank you, the tables remain sticky while the staff chat amongst themselves, etc. Not ideal, but I willingly endure for great cup of caffeine!
What I am not willing to tolerate is the business employing strategies that steal my time.
This weekend I dropped in to grab a quick coffee. My order was quickly taken by the young manager who called it out to a new, overwhelmed barista. It was after I paid that I noticed that she had about 10 orders ahead of mine.
I also notice that most people in the store were getting more anxious by the minute. Instead of taking over for her, the manager let her (and us) struggle through it!
This was the typical “Baptism by Fire,” perhaps the most harmful strategy employed by managers. It guarantees that EVERYONE LOSES:
- Managers look like incompetent fools
- Inductees suffer public humiliation, and
- Customers are asked to pay full price for a half-assed experience!
There is a fine line between inducting new staff and self-destructing during prime time.
Thirsty and in need of caffeine!
Sean is speaking FRIDAY NOV 4th in London! Click banner at right for all the details >>>