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Service in America


Since the 90’s, when America was introduced to mass coffee shops like Starbucks, Coffee Bean and Tea Leaf, Dietrich’s etc. we have been paying $1.80 to $3.60 for a cup and brainwashed to think that we are too stupid to make a decent coffee at home. I personally don’t drink coffee or caffeine but I do enjoy a nice herb tea once in a while. My wife on the other hand loves her coffee and I really enjoy making it whenever she asks. I love the aroma and I have been told I make a great cup of coffee.

Occasionally my wife and I stop at one of the coffee places mentioned above and relax and people watch. What’s with the TIP JAR at the cashier? I don’t know about you but I don’t want a TIP JAR shoved in my face and guilt tripping me when I already pay $1.80 to $3.60 a cup and most times bad service. I have said this before but will say it again: If you have to ask for a tip, you did a lousy customer service job, PERIOD. These places have become a meat market. It’s all about the numbers. They are way too small and the people, who hang out and socialize; play on their computer waiting to be discovered should get a job. We have all seen them.

The people with the laptops writing the next blockbuster script or the guy who talks on the phone so loud and so obnoxious that you just want to leave, you know who you are people come on, lets get real. Personally, I can’t write in places like that at all. I have to be in the right frame of mind and in a quiet place to be effective. The other day my wife asked me to stop at a coffee place to get her daily fix. We stood in line for about 10 minutes before we were served.

The “BARISTA” as they are now called greeted us kind of rude with a “what’s up, what can I get you”. I handed her my cup and asked for a half caf refill. She annoyingly filled my order and without a thank you or even an eye contact she moved on to the person behind me. These people get good pay (for what they do) stock option, free coffee and several other perks so there is no reason to be rude to people who ask for a refill and only pay $.60 for a cup.

This happened more than once so I know it is not an isolated incident and that there is a definite training problem the company needs to address. Years ago I looked into a franchise opportunity with the same company and obviously some of the employees missed the customer service training I heard so much about. Recently, this coffee company had announced that they were closing hundreds of stores and bringing back the man who founded the company. Its about time, I already started noticing some changes (to the better).

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