Out of curiosity , In your shops respectively, what are some customer requests that you absolutely cannot/ will not comply with?

Do you make a 20 oz caramel breve with whip?

Do you pull a long shot?

Do you make a 200?

do you Ice the espresso or serve it to go?

Which rules are yours personally , which ones are store policy?

I've got a few of these myself but I would really like to hear from some others.

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Brady,
Love your posts. Always on target and to the point.
Joe

Brady said:
Shellie Adams said:
It is not my place to say no to a customer's request. I can recommend other drinks but if a customer really wants something then they are entitled to it.

I don't know about that "entitled" part. Your shop is certainly free to choose what you will serve, and I'll not suggest that what I think you should serve is relevant. However, I do feel that a business has the right to choose to not serve something. It's balanced nicely by the right of the customer to take their money elsewhere.

Is the customer always right? Customers have asked us to install flat-screen tv's on the walls so they can watch Fox news. Customers have asked us to sell hot dogs, add a salad bar, franchise our store, be open 24/7, microwave half of a vanilla latte that'd been sitting in the car for 6 hours, serve them 5-hour-old leftover coffee (forgot to dump an airpot when we retired a batch)... you get the idea.

What you choose not to serve says as much about you as what you do choose to serve.
?? Could you elaborate for me? I don't think I missed the point with my response at all.

-bry

Kathy Fadorsen said:
The point is it is your choice and you make those decisions based on different reason.

Bryan Wray said:
Espresso to go. In the time it takes for me to explain why you'd have consumed your beverage and it isn't worth the possibility of ghetto lattes.

I'll ice your espresso but it's going to take a while because I'm not going to let ice and espresso touch.

Oh... and backflips... won't do em no matter how many times you ask.

-bry
Bry,
Does she mean decisions are personal? I'm confused too.
Joe
-- Ambassador for Specialty Coffee and palate reform.


Bryan Wray said:
?? Could you elaborate for me? I don't think I missed the point with my response at all.

-bry

Kathy Fadorsen said:
The point is it is your choice and you make those decisions based on different reason.

Bryan Wray said:
Espresso to go. In the time it takes for me to explain why you'd have consumed your beverage and it isn't worth the possibility of ghetto lattes.

I'll ice your espresso but it's going to take a while because I'm not going to let ice and espresso touch.

Oh... and backflips... won't do em no matter how many times you ask.

-bry
Uh-oh, i'm not stumbling into an argument with a Libertarian, am i? *laughs*

Kathy Fadorsen said:
I don't think Joe Camel should be banned either people make choices everyday for different reason. I do not think the goverment needs to get involved. I do not allow smoking at either of my coffee shops but I defend my right to make that decision. Because (they) one day might want to ban something I enjoy like maybe caffine!!! which has also been proven to be addictive.

Ricky Sutton said:
Joe Camel was banned, why not Ronald?

I agree with moderation.

~R

Kathy Fadorsen said:
I hear their is a group trying to get rid of ronald mcdonald because he makes kids fat! Well I happen to think it is the parents job to raise their kids and they have to say no when they have had enough. But if you are old enough and have the money for whatever even if I would not drink it or eat it I say go for it. I drink my coffee black and I can not remember the last time I had a mocha, but I sell over 30 large mochas a day. 500+ calories Does anyone need this I bet not but some sure enjoy it. When I go on a long car ride I like to take a large White Chocolate mocha with me again I would not enjoy every day but once every couple of months it is a nice treat.
Every thing in moderation.
Would you oblige if a customer asked you to spit in their drink?

Yes, i know about health codes. We all have food handler's licenses.

My point is that some requests are as mortifying to me as that is to you. And this is coming from someone who WILL serve an iced espresso to go. (though i always add equal parts room temperature water to the espresso, then ice)

Shellie Adams said:
It is not my place to say no to a customer's request. I can recommend other drinks but if a customer really wants something then they are entitled to it.
I will not serve a no-foam latte. (in other words, I will not use a spoon to separate the foam.)
I will not serve a latte over 170 degrees (and even that is pushing it).
Can't serve more than 16oz.
I don't make Caramel Macchiattos (I even know what one is)
Haven't had anyone at MY shop try to do the ghetto latte, but will definetely not allow it when it does happen.
I will not do a breve - unless the customer is will to sign a waiver of my responsibility. (I've seriously thought about making one up for the chance to use it, but I'm not that mean)

The customer is not always right and they are not entitled to anything they want. It's my shop, my product, my reputation, my livelihood. I don't simply refuse a request. I do my best to explain why it is we don't do something and either offer them something else or tell them to have a nice day.
"The customer is not always right and they are not entitled to anything they want. It's my shop, my product, my reputation, my livelihood. I don't simply refuse a request. I do my best to explain why it is we don't do something and either offer them something else or tell them to have a nice day."

It's being the one with the confidence to say, "No." now and again that paves the road to success.
Let me rephrase that, I will serve them any drink that their little hearts desire as long as it is ethical. -Laughs-

...and I'll do that with a smile...because if I didn't I would be out of a job. If I were in an environment that allowed me to be more discriminating then I would, but I'm not.

Ricky Sutton said:
Would you oblige if a customer asked you to spit in their drink?

Yes, i know about health codes. We all have food handler's licenses.

My point is that some requests are as mortifying to me as that is to you. And this is coming from someone who WILL serve an iced espresso to go. (though i always add equal parts room temperature water to the espresso, then ice)

Shellie Adams said:
It is not my place to say no to a customer's request. I can recommend other drinks but if a customer really wants something then they are entitled to it.
Agreed. I just said no to a request this afternoon. Simple request for latte steamed extra hot. I asked how hot she meant, "190 degrees" was the answer. I explained we normally steamed to 145-150f to accentuate the milks sweetness but would steam extra hot to 165-170 max, after that the milk was dead. She said *$ had no problem steaming it that hot. I said something about quality and barista competitions and I also kind of slipped and mentioned *$ tends to use stale over roasted beans too so their milk quality didn't matter as much. (The gentlemen with her commented he didn't like *$ either:) I offered to make our our version of extra hot and if she didn't like it drink's on the house.

Result: I could have scalded the milk like she initially asked for but didn't explaining why. After drinking some of her latte she asked if I had a shop across the river in Portland saying it was perfect. (she was over here on business this afternoon)

John P said:
"The customer is not always right and they are not entitled to anything they want. It's my shop, my product, my reputation, my livelihood. I don't simply refuse a request. I do my best to explain why it is we don't do something and either offer them something else or tell them to have a nice day."

It's being the one with the confidence to say, "No." now and again that paves the road to success.
John P said:
"The customer is not always right and they are not entitled to anything they want. It's my shop, my product, my reputation, my livelihood. I don't simply refuse a request. I do my best to explain why it is we don't do something and either offer them something else or tell them to have a nice day."

It's being the one with the confidence to say, "No." now and again that paves the road to success.

Love this.
Thanks....

but note that it is a quote from the post right before mine from Jeremiah. Be certain to give credit where credit is due. I merely wanted to echo his great post and add "It's being the one with the confidence to say, "No." now and again that paves the road to success."

Carry on. :)

Brady said:
John P said:
"The customer is not always right and they are not entitled to anything they want. It's my shop, my product, my reputation, my livelihood. I don't simply refuse a request. I do my best to explain why it is we don't do something and either offer them something else or tell them to have a nice day."

It's being the one with the confidence to say, "No." now and again that paves the road to success.

Love this.
Duly noted... I liked both posts, and just forgot to edit yours to add the attribution. I should have done this...

John P said:
Jeremiah Perrine said:
The customer is not always right and they are not entitled to anything they want. It's my shop, my product, my reputation, my livelihood. I don't simply refuse a request. I do my best to explain why it is we don't do something and either offer them something else or tell them to have a nice day.

It's being the one with the confidence to say, "No." now and again that paves the road to success.

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