In Indonesia I often get comments that "Indonesian Coffee is rubbish" (normally from foreign brand conscious Indonesians, rather than expatriates. This is immediatley followed up with the obligatory "I ONLY drink coffee that is grown in Italy"... I passed these positive comments to the thousands of coffee farmers on the slopes on Etna and Vesuvios (hmm..not!). Sometimes, I guess, no response at all is the best choice...
Oh yeah that truffle mocha sounds delicious
A response doesn't have to be either/or rude or passive. I always opt for engaging the customer, and do so professionally, politely. Since he mentioned the machine, a good segue would have been a discussion about the "4 Ms."
"Yeah, it is a great machine. Top of the line in fact. But great coffee is the sum of a lot of parts, the machine is just a small part of it." At this point, most customers will be curious and you have an in to expand on the topic. Just remember, it's not what you say, it's how you say it.
It is not an uncommon response. Usually customers tell me, "Oh, I have to get a new coffee machine. My current one makes terrible coffee." As if the machine is the main culprit. (Usually it is their grinder, dose, or something they are doing wrong). Customers have this idea, based in part on their experience at Charbucks, that the machine is the thing responsible for their coffee. After all, you just push the button, right?
At the end of the day, he did say it was the best mocha he ever had, right? That couldn't have happened without you, so pat yourself on the back Sarah!
1. "Hey, this double shot isn't hot at all." - Spoken by a customer who had just topped off his ristretto with half and half from the condiment bar. I explained to him how temperature diffusion works and we both had a good laugh
2. "What sugar free syrups do you have?"
Well, we have... (List given.)
"That sounds good. I'll have one with all of them in it." And thus the sugar free suicide was born and we all had a little more trouble sleeping at night.
3.Though i did not witness it, one of my coworkers was nearly accosted by a little old man who was insistent that his latte have "two blues and a pink" before it was handed to him.
that is all pure peotry! thank you for that.