side comment on PBUR and pseudomochas

[jay]

Most mornings I now stop by the neighborhood coffee shop on my way to the office... ordering my espresso-and-water -and-chocolate syrup pseudo-mocha. No problem, after the first couple of times I had to explain "like a regular mocha, but with water instead of milk" (I'm on a calcium-reduced diet).

But instead of just asserting "I want this, done that way", I'd instead chat up the women behind the counter... ask how they were doing, if it had been busy, why they wore red holiday shirts on some days and not others... things peripheral to actually getting that day's caffeine ration. Not lengthy chats, just 30 seconds or so.

As a result... the baristas there recognize me, smile, wave... they start working on my drink as soon as I walk in, without my asking, and it is ready for pickup as soon as I've paid and checked-in personally in brief. Lately, a couple have stopped charging me the extra $0.30 for the mocha syrup add-on, shrugging it off when I pointed out the undercharge.

Being a regular customer undoubtedly makes a difference... but so does the business-relationship-maintenance, which the "pleasant" part conveys. I treat them as people and with their own stories and respectfully, and after awhile they extend their hand (inasmuch as the context permits). Simply ordering my coffee every day would still get me my coffee, but I'd wait longer, pay more, and I'd miss the brief social interaction.

Comments

[mnfiddledragon.livejournal.com]

*nod* We've gotten all sorts of little benefits here and there from being pleasant, fun, and memorable (nothing like going in to the local coffee shop dressed in garb!)...while they in turn have gotten referral business from us as we share with friends and passers-by that "x is our *favorite* coffee shop and here's why"

We go to a chain coffee shop - but prefer a specific location - other locations have given us ()*&#()$*&# service, forget our orders, mess them up, etc....but the one place has always been considerate, courteous, and spot on with sometimes difficult orders depending on the dietary needs of who is being ordered for.

[brian1789.livejournal.com]

(nods) even among franchises or chains, the local store generally has local management or ownership, and treatment varies widely. I like rewarding good practices, even in chains... :)

[dawnd.livejournal.com]

Good observations. :^)

[tenacious-snail.livejournal.com]

(nod)

I get a croissant at the same place probably 2-3 times a week. I walk in, she puts a croissant in a bag. There is a place close by that is $.05 less, but with a longer wait, and no memory for customers.

I think we rarely exchange more than smiles-- and some of that is her English is limited. But her kindness to me? Much appreciated and returned.

[brian1789.livejournal.com]

And both of you probably get an emotional lift from what would otherwise be a mundane transaction...

[archway.livejournal.com]

People are people! ~warm smile~ Baristas, scientists, moms, chiropractors, artists, bankers...on and on...people.

You took the time to see past the job. They responded by taking the time to see you past your role as customer. They saw you for you and vice versa. Very cool...~G~

[brian1789.livejournal.com]

Exactly. And people... even those washing floors or flipping burgers... deserve respect. I'm personally much more likely to use "ma'am" or "sir" to someone in a service position, to emphasize that I view them with respect as another human being, than to my boss.

[sinboy.livejournal.com]

You might want to consider ordering a Cafe Americano with a shot of chocolate syrup. It's a little heavier on the cafine, using drip coffee instead of water.

[brian1789.livejournal.com]

(grin) yep. That's actually what I order... americano plus mocha syrup. Then I add a bit of milk to lighten it, but not nearly as much as in a standard mocha or latte.

[geekchick]

Also, tangentially:

Are "nice" and "honest" mutually exclusive? (from "Creating Passionate Users").

[brian1789.livejournal.com]

Oooh... that was/is quite a catfight. Congruent nastiness, but there's a point... if blogging means being gratuitously insulted and having to have a thick skin, many fewer people will do so.

[cjsmith.livejournal.com]

My order at the local takeout Thai place is similarly speeded up. I don't know the woman's name yet, nor does she know mine, but she knows me by sight and knows to put about half the normal amount of rice in my takeout box. She arranges the little boxes so that when the guy slinging food gets to me, MY box is at the head of the queue too, perfectly short on rice.

I love that place.

I'm not sure I was particularly PBUR, except that I smile and am generically friendly. I suspect that in my case it's all due to being a regular customer.

[brian1789.livejournal.com]

(grin) Simply smiling and being friendly indicates that you act towards the woman there as more than a food-serving robot... while a U-driven approach would be more transactional, get-it-and-get-out.

[akienm.livejournal.com]

I think this relates to your experement too...

[brian1789.livejournal.com]

Which ended Thursday... it was hard, at times. Not sure where to go with it, now...

[akienm.livejournal.com]

Refine the hypothesis and create a new experement with clearer pass/fail criteria.

[p3aches.livejournal.com]

Thats why I eat carrows hamilton. they know me and I know them. Last night was a great example.I got in late driving back from my confrence and went there for dinner. Brian our usual night waiter was on he said The usual? yep and my food was ordered and cooked exactly as I like it. I love that famularity. hugs T

[brian1789.livejournal.com]

It also saves transactional costs, and reduces errors... as long as costs are the same, IMO it is worthwhile to be a repeat customer.

[inflectionpoint.livejournal.com]

Interesting. There is something neat to that, I think. If you have the time and energy to spend on that small interaction, I say go for it!

Just on a random note... would you consider using soy milk? Would that be all right for your diet? There are soy milks which are -not- calcium fortified, and it might be an interesting flavor. Soymilk and chocolate actually work well, in my opinion...

[brian1789.livejournal.com]

Hmmm... soy milk tastes funny to me. OTOH, I now use lots of non-dairy powdered creamer, which IIRC is soy-based.

[inflectionpoint.livejournal.com]

Yes, it is rather different than milk milk. Lower in calcium tho, if it is not the fortified version.

I sometimes enjoy it with honey in a cup of coffee, the honey and the soy seem to work well, while milk and sugar seeme to work well. I don't have a full understanding of the aromatics in soy milk, so I am not quite sure why they mix less well with sugar AFAIAC.

Hope your travel is going well and that you are having good visits!

[cyan-blue.livejournal.com]

Cool...