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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stephanie crocker said:
what about when a customer asks for an americano with steamed soy? Isn't that basically a latte?

No, I'd call that more of an Au' Lait. Depending on how much soy they are requesting, you might or might not choose to charge them for it.
Melissa said:
...For instance the woman standing at my counter right now who wants a decaf latte made with half soy and half rice milk. She got charged for an extra shot of espresso and both soy and rice...

On what basis? Did her drink use an extra shot, plus full portions of both soy and rice milks?
Brady said:
Melissa said:
...For instance the woman standing at my counter right now who wants a decaf latte made with half soy and half rice milk. She got charged for an extra shot of espresso and both soy and rice...

On what basis? Did her drink use an extra shot, plus full portions of both soy and rice milks?

They probably charge more for decaf (which makes total sense).

-bry
I make them all the time. Answer IMO is yes. A soy Latte.

stephanie crocker said:
what about when a customer asks for an americano with steamed soy? Isn't that basically a latte?
As you stated miKe. OT and not Barista related.
Baby steps miKe. Modifiy the roast little by little till it becomes yours. Train your clients palate one sip at a time.

As to your white coffee roasting, I'm glad it was you and not me. I could never stomach the thought of it, in my roaster or in my mouth. I'm writing it off as a fad, fad or not.
Joe

miKe mcKoffee aka Mike McGinness said:
Not barista related. Recently made the mistake of saying yes to a request that in hind sight should have been a "no we don't have experience in this area and it's against our core value of coffee as culinary". Specficially roasting 5lb of white coffee for them. I won't do it again. Times are tough and a buck is a buck, but I still won't do it again.

Another extremely tough one roasting wise stems from a shop that was about to close it's doors we recently acquired. It's an ex-Coffee People location. About 1/3 of it's whole bean and beverage sales was and is Black Tiger, a very high Robusta content very dark Northern Italian style blend developed by the extinct Coffee People, currently roasted by Deidrich in Idaho and distributed via a company in California. Which meant it arrived 2 to 5 months post roast, with a Best if used By 6 month date. I replaced it with a blend I developed. Problem is while it's being accepted by the customer base I and we can't stand the stuff anymore than the old Black Tiger. I forced myself to really work on the blend to replicate Black Tiger including pulling AND tasting shots of it! But I don't even enjoy roasting the crap, the smell almost makes me retch, and I love roasting.

It's going to be a tough one phasing out a product that's a high percentage of your Gross Revenue at a location. We can't afford to take that step yet.
Melissa,
I like it.
Joseph

Melissa said:
with the exception of an iced capp, i rarely say no to anyone. HOWEVER, if you are going to come into my shop and request something rediculous, you are going to pay for it. For instance the woman standing at my counter right now who wants a decaf latte made with half soy and half rice milk. She got charged for an extra shot of espresso and both soy and rice. She didn't blink an eye so I assume I'm not the only one to have done that to her, tehehe
I try to keep things as simple as possible for my customers and still educate them when I can.
Joseph

Joseph Robertson said:
I make them all the time. Answer IMO is yes. A soy Latte.

stephanie crocker said:
what about when a customer asks for an americano with steamed soy? Isn't that basically a latte?
I never said I wouldn't make a drink "extra hot", but I would never steam past 160-170. The milk starts to burn around 180, and I wouldn't be willing to compromise my drinks quality based on something they've probably heard in the line at Charbucks. Also, the milk heats up more quickly around 160-170, so stopping it before 180 is much harder.
Same here, Jason. Sometimes less is more when it comes to lengthy explanations for customers.
I try and do what is right for my coffee that I take great pains to roast just right. My go cups are the insulated type and hold the heat very well. If the customer doesn't come back because I don't scald the milk......Oh well.
Joseph
-- Ambassador for Specialty Coffee and palate reform.

Jason Dominy said:
I never said I wouldn't make a drink "extra hot", but I would never steam past 160-170. The milk starts to burn around 180, and I wouldn't be willing to compromise my drinks quality based on something they've probably heard in the line at Charbucks. Also, the milk heats up more quickly around 160-170, so stopping it before 180 is much harder.
Things we say no to:

o 20+ ounce drinks (we don't have that size)
o blended drinks (we don't have a blender)
o whipped cream (we don't have whipped cream)
o any change to the way we pull shots
o making a cappuccino other than 6 oz (everything larger is a latte)
o steam milk over 160 degrees
o free refills (every drink is paid for, every time)
o loyalty cards (the best coffee in town isn't free, even after 10 visits)

We will

o make an espresso, macchiato, or cappuccino to go
o put espresso on ice
o flavor a cappuccino (which we put it in an 8 oz cup)
Steve,
Thanks for this. We pretty much fall in line with your format.
Joe

Steve Belt said:
Things we say no to:

o 20+ ounce drinks (we don't have that size)
o blended drinks (we don't have a blender)
o whipped cream (we don't have whipped cream)
o any change to the way we pull shots
o making a cappuccino other than 6 oz (everything larger is a latte)
o steam milk over 160 degrees
o free refills (every drink is paid for, every time)
o loyalty cards (the best coffee in town isn't free, even after 10 visits)

We will

o make an espresso, macchiato, or cappuccino to go
o put espresso on ice
o flavor a cappuccino (which we put it in an 8 oz cup)
There's one thing I wish I would say no to, but don't: Grind whole bean coffee to go. I have a tough time turning away the sale to a customer that doesn't have or want to grind coffee at home. If I were the purist I aspire to be, I'd flat say no.

Instead, I really need to stock some grinder options for sale in the shop, so I can sell whole bean coffee and a grinder, even if I don't make a nickel on the grinder (though that's foolish).

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