Article by Shannon Cummings Plotkin, Life Celebration Experience
Getting coffee in my town is tough. I’m not what you would call a coffee snob necessarily; however, I do have my standards. It can’t be bitter, old, or resemble Valvoline; in fact, I actually prefer espresso. My love affair with espresso has painted me into a coffee bean corner, practically forcing me to choose my local gourmet coffee house for my morning refreshment. So what’s the problem? Local coffee houses are the best! Well, yes, except the local java spot near my home.
On the surface, It has the look and aroma of every other cozy coffee hub, there is one exception: a barista named “Todd.” He is loud, rude, and chatty. I’ve heard fellow customers complain about him, and I have voiced my opinion; yet there he stands-morning after morning, griping about orders, being negative and having what most would deem inappropriate conversations with his coworkers, in front of us lowly paying customers. So about a month ago I made an espresso sacrifice and stopped going. The company did nothing to keep my business; therefore, I have ceased to support their business.
No matter if it’s coffee or caskets, you need to be conscious of how your customers perceive you. Are you patient with them? Do you listen more than you speak while in a conversation? How about a simple smile? A scowl or bored expression does nothing to increase revenue or customer loyalty.
Not everyone has the gift of conversational prowess, but everyone does have a choice whether or not to be rude and unprofessional. Often times, one interaction can sway a person’s opinion enough to keep them from coming back. Even worse, the poor experience could inspire the disgruntled party to write a negative review online tarnishing hard work and positive ratings.
If one of your coworkers has a “Todd-i-tude,” it is worth having a slightly uncomfortable conversation with them. Let them know how they are expressing themselves, and their place of work in a negative manner. Maybe your coworker or employee was unaware of their sullen disposition. Regardless, you will be saving your business’s reputation, and more importantly the families you serve will be treated with the excellent service they deserve.
