Monday Musing - I went to to a Holiday Makers Market this weekend, at a local coffee shop. Wanting to support the coffee shop and get something not peppermint, I thought I'd taste out of my comfort zone. One drink, had "notes of citrus" I'm not really a citrus at Christmas person, so I inquired about the Alpine, a drink with essence of rum and pfeffernusse. I asked if they could tell me what this tasted like since I have no idea what pfefferusse is. (I did find out it's a German Christmas cookie) I was told warm and cozy, okay I like warm and cozy and think chai flavoring. The girl then asked a co-worker what she thought and the co-worker said - "well the ingredient list is there you should be able to figure it out". I stood there with a look of confusion, if I knew what the ingredients were, then yes, I would know the flavor. Unfortunately, I'm not up on my German Christmas Cookie flavors. So why the story? I've worked in customer service since I graduated high school - and if I had ever answered a guest with an answer like that I would've been fired. The great example is the Disney example - when someone asks a cast member what time is the 3 o'clock parade, they never say 3 o'clock, they inform the guests of what time it will pass certain areas of the park.
If you are a business with guest facing employees, train them, give them the tools they need to help the customer, not alienate the customer. If you're in the food industry, make sure your staff knows what something tastes like, so that they can explain flavors. If you are selling tickets, your staff should know what the view looks like from the seats. If you are clothing staff should know how things fit - especially when helping someone purchasing gifts. Staff knowledge is how you get repeat business. Staff sarcasm is how no one comes back.
So how did the coffee taste? Well it wasn't cozy it was like drinking tree bark. They might as well have used twigs as stir sticks. Will I go back to this local shop - probably not. The the service is always slow and the drinks are never that great.
#guestexperience #guestservice #customerservice #disneyservice #guestservicefail #trainyourstaff
Construction Management-Facility Solutions-Tenant Services: Retail/Commercial/Clinic/Government
1moLove love love!! Wonderland of sweetness is right. Great work Lolli & Pops 🍭