So Scott Rao suggests reading Zingerman’s Guide to Great Service. He actually went to Zingerman’s Roadhouse and acted like a “pain in the ass customer” just to test their ideas on service and it was perfect, apparently.
I read the book. I liked it.
In the book they answer the question, “How do you approach serving customers when your’e in bad mood or having a bad day when your at work?”
Zingerman’s says to act. They say to become a performer to hide your unhappiness so you make your customers have a wonderful time. “The show must go on” so to speak.
I am apprehensive to agree. It feels wrong to me to simply perform and at least as far as “the American style” of coffee service goes I think building trust with customers is important on a deeper level. I think it is important that when they come to get coffee from you that they see some of your vulnerability so that they trust you more and feel trusted more. Perhaps they’ll feel more like they belong at your cafe and then you have a regular.
Maybe trust begets trust?
I do think you should Act 90% though. Only show 10% vulnerability to new customers.
maybe.
Sans Milk 