Charging for customer mistakes - Barista Exchange2024-03-28T10:25:43Zhttps://www.baristaexchange.com/forum/topics/charging-for-customer-mistakes?commentId=1688216%3AComment%3A1049727&feed=yes&xn_auth=noThis issue may have happened…tag:www.baristaexchange.com,2011-03-29:1688216:Comment:10745162011-03-29T01:08:43.154ZSpencerhttps://www.baristaexchange.com/profile/Spencer
<span style="font-size: 10pt; color: black; font-family: Verdana;">This issue may have happened to you twice, but it was a simple mistake by two unrelated individual customers. You will get more customer approval when spilling a drink for a remake than if you charge for the remake. </span><br />
<p><span style="font-size: 10pt; color: black; font-family: Verdana;"> </span></p>
<p><span style="font-size: 10pt; color: black; font-family: Verdana;">For complicated drink orders, I find eliminates…</span></p>
<span style="font-size: 10pt; color: black; font-family: Verdana;">This issue may have happened to you twice, but it was a simple mistake by two unrelated individual customers. You will get more customer approval when spilling a drink for a remake than if you charge for the remake. </span><br />
<p><span style="font-size: 10pt; color: black; font-family: Verdana;"> </span></p>
<p><span style="font-size: 10pt; color: black; font-family: Verdana;">For complicated drink orders, I find eliminates customer confusion to repeat the drink order back to the customer for verification.</span></p>
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<p><span style="font-size: 10pt; color: black; font-family: Verdana;">When dining in a fancy restaurant, if you send back the bottle of wine for an issue, the customer is not charged and the restaurant replaces it with another bottle for acceptance - not actually the same issues but a good example of positive customer service and the cost of doing business.</span></p>
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<p><span style="font-size: 10pt; color: black; font-family: Verdana;">Keep track of the customer’s remakes, and see if it is the same customer of even the same Barista who has the issues regularly. It may be an opportunity to talk with the customer directly about how they can order better, or to improve the customer service of a Barista.</span></p> You seldom win any "peeing" c…tag:www.baristaexchange.com,2011-03-11:1688216:Comment:10517232011-03-11T23:23:34.471ZRobert Bedwellhttps://www.baristaexchange.com/xn/detail/u_1ca7r6cnvnuck
You seldom win any "peeing" contest with a customer. If you don't want them to come back and in the process tell another dozen people about it then you can make a big deal out of it.
You seldom win any "peeing" contest with a customer. If you don't want them to come back and in the process tell another dozen people about it then you can make a big deal out of it. Louise said:
does it really…tag:www.baristaexchange.com,2011-03-11:1688216:Comment:10516282011-03-11T21:38:25.161ZBradyhttps://www.baristaexchange.com/profile/Brady
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<p><cite>Louise said:</cite></p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/charging-for-customer-mistakes?page=1&commentId=1688216%3AComment%3A1049727&x=1#1688216Comment1049511"><div>does it really happen everyday? in my case i found it rare maybe once a week or in a rush time only. I think the cashier or barista should ask every customer with the detail question to prevent some loss like that...</div>
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<p>Louise, given the sheer number of…</p>
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<p><cite>Louise said:</cite></p>
<blockquote cite="http://www.baristaexchange.com/forum/topics/charging-for-customer-mistakes?page=1&commentId=1688216%3AComment%3A1049727&x=1#1688216Comment1049511"><div>does it really happen everyday? in my case i found it rare maybe once a week or in a rush time only. I think the cashier or barista should ask every customer with the detail question to prevent some loss like that...</div>
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<p>Louise, given the sheer number of potential variations on a drink, this seems pretty impractical. The process of ordering a drink shouldn't be an interview. Many don't mind, but you can tell that for some customers, every additional question reduces their overall satisfaction with the transaction.</p>
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<p>We try to keep the process of ordering as simple as possible to avoid the "just give me my damn coffee!" response.</p>
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<cite>Alex Meece said:</cite><br />
<blockquote cite="http://www.baristaexchange.com/forum/topics/charging-for-customer-mistakes?page=1&commentId=1688216%3AComment%3A1049727&x=1#1688216Comment1049727"><div>...My adivce is that the best thing you can do is remember these people who try this remember there drink, preferences, and face. Then when your ringing them up for the same thing next time and they don't ask for these modifiers ask them if they want it. I would always say something like "You normally get this with soy right?" just because it would make them feel remembered and important and not screw my shop out of money daily.</div>
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<p>Alex, I think that's a great way to respond to this situation... assuming that you schedule staff in such a way that they see the same customers on a regular basis. We overlap for a couple of minutes at shift change so that we can communicate experiences like this to each other. This keeps everyone on the same page with "special customers". It also creates a positive customer service experience "oh, you remember how I like my drink!" out of a negative situation.</p> I was a barista in a coffee s…tag:www.baristaexchange.com,2011-03-10:1688216:Comment:10497272011-03-10T14:02:41.849ZAlex Meecehttps://www.baristaexchange.com/profile/AlexMeece
<p>I was a barista in a coffee shop located way to close to a campus so I got to see this trick in action daily. Customers would come in and they would order a drink and pay. Then like magic as soon as that money has changed hands they would start throwing the modifiers on it. Oh can you add this or that (all of which cost extra). They first time I always tried to let it slide and just let them know to please tell me when I was ringing them up. After that I would watch those same people try to…</p>
<p>I was a barista in a coffee shop located way to close to a campus so I got to see this trick in action daily. Customers would come in and they would order a drink and pay. Then like magic as soon as that money has changed hands they would start throwing the modifiers on it. Oh can you add this or that (all of which cost extra). They first time I always tried to let it slide and just let them know to please tell me when I was ringing them up. After that I would watch those same people try to pull it again and again so I started telling them if I did that I would have to charge them the extra amount for the modifiers and run there card again or take more cash. That usually put a stop to it.</p>
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<p>My adivce is that the best thing you can do is remember these people who try this remember there drink, preferences, and face. Then when your ringing them up for the same thing next time and they don't ask for these modifiers ask them if they want it. I would always say something like "You normally get this with soy right?" just because it would make them feel remembered and important and not screw my shop out of money daily. </p> does it really happen everyda…tag:www.baristaexchange.com,2011-03-10:1688216:Comment:10495112011-03-10T12:15:38.956ZLouisehttps://www.baristaexchange.com/profile/Louise
does it really happen everyday? in my case i found it rare maybe once a week or in a rush time only. I think the cashier or barista should ask every customer with the detail question to prevent some loss like that. Its people who we served anyway, whenever the customer feel we are unable to give them what they want, they will mark us 'bad services' coffee shop or even worse.
does it really happen everyday? in my case i found it rare maybe once a week or in a rush time only. I think the cashier or barista should ask every customer with the detail question to prevent some loss like that. Its people who we served anyway, whenever the customer feel we are unable to give them what they want, they will mark us 'bad services' coffee shop or even worse. and be certain that whoever i…tag:www.baristaexchange.com,2011-03-09:1688216:Comment:10489122011-03-09T21:08:48.960ZSandy Honhttps://www.baristaexchange.com/profile/SandyHon
<p>and be certain that whoever is taking orders, is REPEATING the order back to the customer (with eye contact).</p>
<p>and be certain that whoever is taking orders, is REPEATING the order back to the customer (with eye contact).</p> Yup, when customers are idiot…tag:www.baristaexchange.com,2011-03-09:1688216:Comment:10487832011-03-09T07:34:17.403ZMike McGinnesshttps://www.baristaexchange.com/profile/miKemcKoffeeakaMikeMcGinness
Yup, when customers are idiots us owners take it in the shorts as usual.
Yup, when customers are idiots us owners take it in the shorts as usual. I once had a customer drop a…tag:www.baristaexchange.com,2011-03-09:1688216:Comment:10486552011-03-09T03:27:00.950ZMitch Buckner - Bella Caffehttps://www.baristaexchange.com/profile/MitchBucknerBellaCaffe994
I once had a customer drop a quarter in their drink & asked for a new one. I made them the new one & went to had it to them, the took it, turned around & walked off. Didnt say a word, no thanks for any offer to pay for it. Acted like it was my fault they dropped a quarter in their drink. This was also a 40 something year old woman driving a 70000.00 vehicle. I wouldnt have charged her for the drink even if she offered to pay for it but the fact that I didnt even get a Thank you, but…
I once had a customer drop a quarter in their drink & asked for a new one. I made them the new one & went to had it to them, the took it, turned around & walked off. Didnt say a word, no thanks for any offer to pay for it. Acted like it was my fault they dropped a quarter in their drink. This was also a 40 something year old woman driving a 70000.00 vehicle. I wouldnt have charged her for the drink even if she offered to pay for it but the fact that I didnt even get a Thank you, but instead was treated like it was my fault...Im just glad she didnt come back. I've also had a customer that has ordered a sandwich a certain way once in the past get mad at me for not making it the same way 2 weeks later & ask for it to be redone. Again, no charge...and no Thank you. So, as a rule, I wouldnt charge for someones mistake but dangit people, at least offer to pay for at least give them a Thank you! If I screwed up ordering something, I would just eat it! Or drink it as it may be. Its Customer service I give a…tag:www.baristaexchange.com,2011-03-08:1688216:Comment:10482742011-03-08T20:14:47.987ZTom Mohrhttps://www.baristaexchange.com/profile/TomMohr
Its Customer service I give a free drink and remake it
Its Customer service I give a free drink and remake it Or worse...after the cheesebu…tag:www.baristaexchange.com,2011-03-08:1688216:Comment:10478462011-03-08T08:23:47.197ZAlun Evanshttps://www.baristaexchange.com/profile/AlunEvans
Or worse...after the cheeseburger has actually been polished off entirely!!<br></br><br></br><cite>Jared Rutledge said:</cite>
<blockquote><div><p>yeah i'm not advocating charging, i was just curious what policies other shops had. i would definitely say something if i noticed a trend with a particular customer. </p>
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<p>although the whole idea seems like a vegetarian ordering a cheeseburger and then, after the plate is in front of them, exclaiming "i wanted a veggie…</p>
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Or worse...after the cheeseburger has actually been polished off entirely!!<br/><br/><cite>Jared Rutledge said:</cite>
<blockquote><div><p>yeah i'm not advocating charging, i was just curious what policies other shops had. i would definitely say something if i noticed a trend with a particular customer. </p>
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<p>although the whole idea seems like a vegetarian ordering a cheeseburger and then, after the plate is in front of them, exclaiming "i wanted a veggie burger!"</p>
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