Accelerating Customer Service - Barista Exchange2024-03-29T16:00:49Zhttps://www.baristaexchange.com/forum/topics/accelerating-customer-service?commentId=1688216%3AComment%3A1036716&x=1&feed=yes&xn_auth=nothat's a really good point, j…tag:www.baristaexchange.com,2011-03-08:1688216:Comment:10475012011-03-08T04:16:40.820Zsagehttps://www.baristaexchange.com/profile/sage
<p>that's a really good point, john. i think many of the technologies available are fun, and tempting to integrate into many business paths, but really, we do want to maintain a higher level of service, right? if faster is better, than everyone can just install those push-button coffee machines found at many (in)convenience stores.</p>
<p> </p>
<p>sage</p>
<p>the coffee hound<br></br> <br></br> <cite>John P said:…</cite></p>
<p>that's a really good point, john. i think many of the technologies available are fun, and tempting to integrate into many business paths, but really, we do want to maintain a higher level of service, right? if faster is better, than everyone can just install those push-button coffee machines found at many (in)convenience stores.</p>
<p> </p>
<p>sage</p>
<p>the coffee hound<br/> <br/>
<cite>John P said:</cite></p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/accelerating-customer-service#1688216Comment1036675"><div><p>Convenience and expediency for the customer is not the same as customer service. Don't confuse the two. Once you start looking for ways to get out drinks faster or to cater to those who want that type of service, you're going down a dangerous road. </p>
<p> </p>
<p>Just because technology CAN be used for something, doesn't mean it's an improvement.</p>
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</blockquote> But you still cannot account…tag:www.baristaexchange.com,2011-03-07:1688216:Comment:10472772011-03-07T23:54:48.583ZDeferiohttps://www.baristaexchange.com/profile/Deferio
But you still cannot account for customers not coming on time. It is the Achilles heel of the whole concept. <br></br>
<br></br>
<cite>Mike Spence said:</cite><br />
<blockquote cite="http://www.baristaexchange.com/forum/topics/accelerating-customer-service?page=2&commentId=1688216%3AComment%3A1047348&x=1#1688216Comment1047348"><div><p>Wow - I've been out with shows and not following up with my BX traffic.</p>
<p>Mike M - I have not had anyone do a "fast lane" kind of thing yet but interesting…</p>
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</blockquote>
But you still cannot account for customers not coming on time. It is the Achilles heel of the whole concept. <br/>
<br/>
<cite>Mike Spence said:</cite><br />
<blockquote cite="http://www.baristaexchange.com/forum/topics/accelerating-customer-service?page=2&commentId=1688216%3AComment%3A1047348&x=1#1688216Comment1047348"><div><p>Wow - I've been out with shows and not following up with my BX traffic.</p>
<p>Mike M - I have not had anyone do a "fast lane" kind of thing yet but interesting concept.</p>
<p> </p>
<p>Deferio - This is exactly the kind of experience we have had when we first started to investigate these alternative order methods. I agree that quality of the product should always be first and foremost. The traditional problem with texting etc is that coffee does not hold for 10-20 minutes - it's fundamentally different than most food service (as everyone here knows already). So, it's in how we implement. If a store wants to tackle this, then the scenario works like this:</p>
<p>Step 1: Customer texts / tweets / FB or whatever. The POS receives the order and it sits there - NO product should be made at that time. </p>
<p> </p>
<p>Step 2: Customer comes in and walks directly up to the counter (bypassing the line). Clerk finishes with current customer and then helps the person at the counter that texted etc. This is all aided with a sign or something that says "pick up your text, tweet etc order here". </p>
<p> </p>
<p>So in essence, the person that pre-ordered jumps the line and still gets a quality product. It simply eliminates standing in line as long. </p>
<p> </p>
<p>Sandy - It would be great to have two POS systems there - One for the pre-orders etc. I don't think the cost is justified however. </p>
<p> </p>
<p>Is this for everyone? Of course not, we have seen a small segment that is looking at this type of technology. Companies like ours develop for every type of coffee shop. If we can enhance customer service or offer speedier service for the shops that need it, then it's a win. I think for a lot of the BX crowd this falls in the same category as drive thrus, super-automatic espresso machines, 20 oz to go cups etc. It's not for everyone but there are a lot of different types of coffee shops out there. </p>
<p> </p>
<p>By the way - we showed off a twitter ordering system (Tweet Ahead) at the Chicago Coffee Fest and had about 30-40% of owners commit that they may be interested in adding something like that in the future. </p>
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</blockquote> Wow - I've been out with show…tag:www.baristaexchange.com,2011-03-07:1688216:Comment:10473482011-03-07T20:48:30.413ZMike Spencehttps://www.baristaexchange.com/profile/MikeSpence
<p>Wow - I've been out with shows and not following up with my BX traffic.</p>
<p>Mike M - I have not had anyone do a "fast lane" kind of thing yet but interesting concept.</p>
<p> </p>
<p>Deferio - This is exactly the kind of experience we have had when we first started to investigate these alternative order methods. I agree that quality of the product should always be first and foremost. The traditional problem with texting etc is that coffee does not hold for 10-20 minutes -…</p>
<p>Wow - I've been out with shows and not following up with my BX traffic.</p>
<p>Mike M - I have not had anyone do a "fast lane" kind of thing yet but interesting concept.</p>
<p> </p>
<p>Deferio - This is exactly the kind of experience we have had when we first started to investigate these alternative order methods. I agree that quality of the product should always be first and foremost. The traditional problem with texting etc is that coffee does not hold for 10-20 minutes - it's fundamentally different than most food service (as everyone here knows already). So, it's in how we implement. If a store wants to tackle this, then the scenario works like this:</p>
<p>Step 1: Customer texts / tweets / FB or whatever. The POS receives the order and it sits there - NO product should be made at that time. </p>
<p> </p>
<p>Step 2: Customer comes in and walks directly up to the counter (bypassing the line). Clerk finishes with current customer and then helps the person at the counter that texted etc. This is all aided with a sign or something that says "pick up your text, tweet etc order here". </p>
<p> </p>
<p>So in essence, the person that pre-ordered jumps the line and still gets a quality product. It simply eliminates standing in line as long. </p>
<p> </p>
<p>Sandy - It would be great to have two POS systems there - One for the pre-orders etc. I don't think the cost is justified however. </p>
<p> </p>
<p>Is this for everyone? Of course not, we have seen a small segment that is looking at this type of technology. Companies like ours develop for every type of coffee shop. If we can enhance customer service or offer speedier service for the shops that need it, then it's a win. I think for a lot of the BX crowd this falls in the same category as drive thrus, super-automatic espresso machines, 20 oz to go cups etc. It's not for everyone but there are a lot of different types of coffee shops out there. </p>
<p> </p>
<p>By the way - we showed off a twitter ordering system (Tweet Ahead) at the Chicago Coffee Fest and had about 30-40% of owners commit that they may be interested in adding something like that in the future. </p> with the technology of pre-or…tag:www.baristaexchange.com,2011-03-07:1688216:Comment:10473402011-03-07T19:54:01.271ZSandy Honhttps://www.baristaexchange.com/profile/SandyHon
with the technology of pre-ordering- do you have two register systems or does the call-in customer have to stand in line to pay?
with the technology of pre-ordering- do you have two register systems or does the call-in customer have to stand in line to pay? On text ordering or advanced…tag:www.baristaexchange.com,2011-03-03:1688216:Comment:10439882011-03-03T00:04:03.394ZDeferiohttps://www.baristaexchange.com/profile/Deferio
<p>On text ordering or advanced ordering, I have used this system and the over all experience is pretty bad. Why? Because of traffic, because of kids, because of life. So what happens when you get an oder for a 16 ounce latte and Zingle bounces back a message that tells them that it will be ready in 10 minutes, then they hit traffic etc....20-30 minutes later they are drinking an old drink or you are making a new one. This happens more often than owners or managers care to admit. You run the…</p>
<p>On text ordering or advanced ordering, I have used this system and the over all experience is pretty bad. Why? Because of traffic, because of kids, because of life. So what happens when you get an oder for a 16 ounce latte and Zingle bounces back a message that tells them that it will be ready in 10 minutes, then they hit traffic etc....20-30 minutes later they are drinking an old drink or you are making a new one. This happens more often than owners or managers care to admit. You run the risk of</p>
<p>A. putting out an old shell of a drink or</p>
<p>B. You eat the cost of having to re-make it. Convenience comes at a cost.</p>
<p> </p>
<p>On the general subject:</p>
<p> </p>
<p>Customers care more about the quality than they do the speed. Period. Ignore this fact at your own risk.</p>
<p>I worry when I hear people say that the customer does not care, so long as it is fast and convenient. Not at all true. They care that it tastes good too. And anyone who is involved in a quality focused operation knows that if your shop produces a latte faster than the guy down the street who takes a 30sec- a minute longer yet produces a better taste experience...you lose. You can only take speed so far realistically.</p>
<p>I once asked a cross section of 50 people (not a huge number I know) in dowtown Seattle what kept them coming back to their favorite coffee house?...over 60% said quality of the product. Try this in your own town...spend an afternoon out there and survey people...you will find most customers care about taste first.</p>
<p> </p> Mike,
I think that one of the…tag:www.baristaexchange.com,2011-03-02:1688216:Comment:10439392011-03-02T18:16:24.979ZJustin Hickshttps://www.baristaexchange.com/profile/JustinHicks
<p>Mike,</p>
<p>I think that one of the best things about the Coffee business is the interaction between Barista and customer. Being quick, fast, and getting the new customer in line is important, but do you really want to push your customers out of the door? Coffee can be a great conversation starter and a great way to meet new people. If you're shop is doing pour over methods, try explaining whats going on, why you're pouring in circles, explain the bloom, explain what makes the press…</p>
<p>Mike,</p>
<p>I think that one of the best things about the Coffee business is the interaction between Barista and customer. Being quick, fast, and getting the new customer in line is important, but do you really want to push your customers out of the door? Coffee can be a great conversation starter and a great way to meet new people. If you're shop is doing pour over methods, try explaining whats going on, why you're pouring in circles, explain the bloom, explain what makes the press different then the chemex, etc... Finding points of conversation that could make your customer understand why it takes longer for certain cups can easily improve your customer service. As well it changes the customers focus on getting out of the door to understanding the art of coffee.</p>
<p> </p>
<p>Phone orders, texts, internet ordering, all of those are great for business, but why rush your clientele? They came to a coffee shop if they have any sense they should know that it can take a few moments to get through the line. Any faster and we'd be selling McDonalds quality coffee.. which defeats the purpose of even being in the coffee business.</p>
<p> </p>
<p> </p> Jeremy - I just watched the Z…tag:www.baristaexchange.com,2011-02-20:1688216:Comment:10369272011-02-20T03:59:51.476ZMike Mhttps://www.baristaexchange.com/profile/MichaelMorand
<p>Jeremy - I just watched the Zingle video. Sounds like a great concept with a decent pitch, less the "Ziiiiiingle" song at the end of the video. I especially liked that they've integrated the service with a pre-paid setup to remove the payment step during each visit. I'll definitely keep them on my radar as I continue to work on my business plan.</p>
<p> </p>
<p>I'm curious to see what other technology-oriented innovations come out in the next few years. I don't think we're going to see a…</p>
<p>Jeremy - I just watched the Zingle video. Sounds like a great concept with a decent pitch, less the "Ziiiiiingle" song at the end of the video. I especially liked that they've integrated the service with a pre-paid setup to remove the payment step during each visit. I'll definitely keep them on my radar as I continue to work on my business plan.</p>
<p> </p>
<p>I'm curious to see what other technology-oriented innovations come out in the next few years. I don't think we're going to see a significant deviation in the trend for customers I want everything streamlined. Even for those wishing to come in, order and sit down, I can't imagine they would enjoy standing in line or waiting excessive periods of time for their drinks to be prepared. If nothing else, it's time they could be spending sitting in a chair relaxing or doing whatever else they are staying to do.</p>
<p> </p> 99% of our customers are like…tag:www.baristaexchange.com,2011-02-20:1688216:Comment:10369162011-02-20T02:06:02.056ZJeremy Grayhttps://www.baristaexchange.com/profile/JeremyGray
<p>99% of our customers are like you've first described. They are expecting a wait and are fine with it. There are a few that are just in too big of a hurry, and probably all aspects of life are too rushed, so we offer the service to meet their needs. </p>
<p> </p>
<p>As far as texting goes. We are still deciding what would be best. I love the idea of <a href="https://www.zinglenow.com/" target="_blank">Zingle</a>(if you haven't looked at them, you should check it out) But it's probably costly…</p>
<p>99% of our customers are like you've first described. They are expecting a wait and are fine with it. There are a few that are just in too big of a hurry, and probably all aspects of life are too rushed, so we offer the service to meet their needs. </p>
<p> </p>
<p>As far as texting goes. We are still deciding what would be best. I love the idea of <a target="_blank" href="https://www.zinglenow.com/">Zingle</a>(if you haven't looked at them, you should check it out) But it's probably costly if you have so few customers that are using it. We were just planning on adding a cell phone to our family plan and keeping it there in the shop. We are in limbo a little, as we are waiting to see if our POS update is going to have some of the features that were talked about by Mike. They are working on adding those features as it is becoming much more popular.</p>
<p> </p>
<p>I will add that all of the customers that use our call ahead service, do so because it is either a large order, 5 or more drinks that they are taking somewhere, or they are also ordering breakfast items that we offer, which take more time to prepare and thus speeds it up for them. I can't think of a single person that calls in a single drink. </p>
<p><br/>
<cite>Mike M said:</cite></p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/accelerating-customer-service?page=1&commentId=1688216%3AComment%3A1036716&x=1#1688216Comment1036730"><div><p>To clarify, the very reason I am interested in exploiting these tools is to provide a different form of customer service than most are accustomed to. When I say most, I'm referring to those customers that come in expecting to wait in line, place their order, pay, wait for their coffee to be made, pick it up and sit down or leave.</p>
<p><br/>I believe there are plenty of customers who come in during the morning rush or at any other time throughout the day who would prefer to spend as little time waiting as possible. For those customers, I think that if there's anything the barista/staff can do to honor their wishes is worth pursuing (if there is congruence with the other aspects of the business strategy).</p>
<p> </p>
<p>Of course, this isn't to say that this service meets the traditional definition of 'quality' customer service, but it is customer service for a distinct breed of customer.</p>
<p> </p>
<p>Great discussion thus far!</p>
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</blockquote> To clarify, the very reason I…tag:www.baristaexchange.com,2011-02-20:1688216:Comment:10367302011-02-20T01:45:14.401ZMike Mhttps://www.baristaexchange.com/profile/MichaelMorand
<p>To clarify, the very reason I am interested in exploiting these tools is to provide a different form of customer service than most are accustomed to. When I say most, I'm referring to those customers that come in expecting to wait in line, place their order, pay, wait for their coffee to be made, pick it up and sit down or leave.</p>
<p><br></br>I believe there are plenty of customers who come in during the morning rush or at any other time throughout the day who would prefer to spend as little…</p>
<p>To clarify, the very reason I am interested in exploiting these tools is to provide a different form of customer service than most are accustomed to. When I say most, I'm referring to those customers that come in expecting to wait in line, place their order, pay, wait for their coffee to be made, pick it up and sit down or leave.</p>
<p><br/>I believe there are plenty of customers who come in during the morning rush or at any other time throughout the day who would prefer to spend as little time waiting as possible. For those customers, I think that if there's anything the barista/staff can do to honor their wishes is worth pursuing (if there is congruence with the other aspects of the business strategy).</p>
<p> </p>
<p>Of course, this isn't to say that this service meets the traditional definition of 'quality' customer service, but it is customer service for a distinct breed of customer.</p>
<p> </p>
<p>Great discussion thus far!</p> I'm not sure what you mean, y…tag:www.baristaexchange.com,2011-02-20:1688216:Comment:10366012011-02-20T01:26:43.376ZJeremy Grayhttps://www.baristaexchange.com/profile/JeremyGray
<p>I'm not sure what you mean, your kind of contradicting yourself. Convenience and expediency for the customer is exactly what customer service is. It's meeting the need of the customer, if they want it ready when they get there, then servicing that particular customer means trying to do that. I only have a couple of customers who now do this out of the hundreds that we have, so it's not for everyone.</p>
<p>Now that doesn't mean you change anything on how well you make coffee, you can't speed…</p>
<p>I'm not sure what you mean, your kind of contradicting yourself. Convenience and expediency for the customer is exactly what customer service is. It's meeting the need of the customer, if they want it ready when they get there, then servicing that particular customer means trying to do that. I only have a couple of customers who now do this out of the hundreds that we have, so it's not for everyone.</p>
<p>Now that doesn't mean you change anything on how well you make coffee, you can't speed that up, or you would sacrifice quality, which is not good customer service, but by trying to meet the desire of customer that want's this service is good customer service. IMO.<br/> <br/>
<cite>John P said:</cite></p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/accelerating-customer-service?page=1&commentId=1688216%3AComment%3A1036716&x=1#1688216Comment1036675"><div><p>Convenience and expediency for the customer is not the same as customer service. Don't confuse the two. Once you start looking for ways to get out drinks faster or to cater to those who want that type of service, you're going down a dangerous road. </p>
<p> </p>
<p>Just because technology CAN be used for something, doesn't mean it's an improvement.</p>
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</blockquote>