The Cappuccino Conundrum
Ebrahim Hyder
Vice President, Customer Service | Contact Center Strategy | E-Commerce, Wholesale, Retail | Supply Chain | Awards Winner | Authentic Leader
I'm a coffee lover. Not just any coffee, but the kind that makes you appreciate the art and science of roasting, grinding and brewing. I'm talking about Jamaican Blue Mountain, Kenya AAA, and other premium beans with a smooth, rich, and aromatic flavor. I enjoy these coffees even more when they are prepared by a skilled barista who can balance the different elements of a perfect cup.
That's why I was excited when a new place opened in my town that combines two of my favorite things: coffee and vinyl records. It sounded like a perfect spot to relax, enjoy music and sip a delicious espresso drink. The owner and staff are cool, fun, friendly, and quirky. They always greet me with a smile and make me feel welcome.
However, there's one problem. Whenever I order a cappuccino or a flat white, the baristas, who are very nice, can never get the ratio of espresso to steamed milk to foamed milk right. A cappuccino should have equal parts of each, and a flat white should have more espresso and less foam. But I always end up getting a latte - a shot of espresso with milk to the brim. As a coffee lover, I want to enjoy my drink how it's meant to be. I want to taste the espresso, not drown it in milk. I want to see the foam, not have it disappear under a layer of liquid. I even tried to hint about the correct ratios or ask for less milk, but I still get lattes pretending to be cappuccinos.
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This bothers me because I'm not getting what I ordered, and I'm not enjoying the coffee as much as I could. But on the other hand, I want to support my local business. I like the vibe of the place, the selection of records, the personality of the staff.
So, what should I do? Should I value great service over poor product quality? Should I keep going there and settle for mediocre coffee? What do you think??
Customer Service & Experience Executive | Board Member | People Leader | Transformation Wizard | Inspirational Speaker
1 年Ebrahim Hyder, I am with Lisa. Offer more direct feedback, include your perspective, which is genuine and based in a true love of the finer things. Also, the history which will only enhance the story of the process. I am willing to bet that they will welcome your feedback. I find that one of the best things of shopping local as a local is to fully engage as a neighbor, it works for me, and I only possess 25% of your charisma. Thanks for sharing this and starting a conversation, do the same.
Driving growth and connection in skilled trades through strategic operations and social media—helping businesses recruit, retain, and inspire the next generation of talent.
1 年You can do it! Having correct personal commitment at home it is very doable https://www.curated.com/e/david.bierwirth.1
Customer & Employee Experience Executive and Best Selling Author - leading teams and organizations delivering world-class operations
1 年Presuming the owner is as cool, funky, quirky, and welcoming as you say, and interested in thriving , they will welcome your specific, constructive feedback.
Customer Service Strategy & Operations Leader / CX Champion
1 年Ebrahim Hyder , do what you would want your customers to do—give them feedback. And never order a cappuccino after 10 am (like a true Italian, it’s a breakfast drink.)
Re-imagining the future of work @ Cisco
1 年As an anti-latte person myself (I, like you, enjoy the taste of espresso much more than the taste of warm milk) this resonated. Experience matters, and any good business owner should be happy to receive open and honest feedback, especially as a new business. It sounds like this place has nailed some of the intangibles - location, vibe, and friendly attitude. Further training of their baristas should hopefully be simple and actionable for them, so meet the owner and share your honest feedback. It would be nice if you didn't have to do anything and the drinks matched the intangibles, but my guess would be that the owner would appreciate your small time investment in their success. Good post!