Customer Tips for Coffee Shops - Terrific Trading · Customer Tips for Coffee Shops Volume Two by Jurek Leon ... Points to Ponder 12. Starbucks, Training and Moby Dick 18 13. Coffee

Customer Tips forCoffee Shops

Volume Two

byJurek Leon

21 Terrific Tips to help coffee shop owners and their staffgive customers like you and me the type of experience we long for

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2012 Terrific Trading Pty Ltd www.terrifictrading.com

Customer Tips for Coffee Shops – Volume Two21 Terrific Tips to help coffee shop owners and their staff give customers like you and me the type of experience we long for

My purpose in writing this e-book is to make it easier for coffee shop owners and their staff to give customers like you and me thetype of experience we long for.

I love frequenting coffee shops. I like to relax in them whether alone, with my wife Gwen or with friends. I prefer to meet colleaguesand clients in a coffee shop rather than in an office.

I have many good experiences in coffee shops. I enjoy the ambience. Often though there is something lacking in the way things aredone.

That set me thinking: Wouldn’t it be wonderful if these coffee shop owners regularly asked their patrons, people like you and me,what they could do to make the experience better for us their paying customers, their word of mouth marketers, their financial future?

By that I don’t mean having on the counter one of those little ‘tick the box’ feedback forms, I mean actually asking, “How could wemake the experience better for you?”

This book is for people who enjoy frequenting coffee shops and want a consistently pleasant experience.

It’s also for coffee shop owners who want to stand out from the crowd and turn their customers into walking, talking, clicking andtweeting ambassadors for their business.

And most importantly it’s for people working in coffee shops. Once you understand how to influence customers in a positive way, theawareness and skills you develop will help you in all aspects of your life no matter where you travel or what you go on to do.

By the way, you will find 22 customer tips included in this e-book. This isn’t a mistake. I thought you’d appreciate a little bit extra.

If you’re curious to know what is covered in Volume One of Customer Tips for Coffee Shops check out page 30.

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Customer Tips for Coffee Shops – Volume Two21 Terrific Tips to help coffee shop owners and their staff give customers like you and me the type of experience we long for

INDEX

Tip Title Page

To all coffee shop customers 5

To coffee shop owners and their team members 5

Exercise – what are the lessons for your café? 6

The Service Experience1. Teaching alertness and efficiency 72. Should staff wear name badges? 8

3. Improving your tableside impression 9

4. The most important customer we ever had 10

5. Be respectful of first time customers 11

6. Cutlery – recognise the signs 12

7. Customer conversations 13

8. Engaging with customers 14

9. Serving toasted focaccia and sandwiches 15

10. Ban tall servers 16

11. Never, ever… 17

Points to Ponder12. Starbucks, Training and Moby Dick 18

13. Coffee – A drug of persuasion 19

14. The coffee house – a school of wisdom 20

15. You can tell a lot about people 21

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Tip Title Page

Marketing and Promotion Tips16. If you’ve got it, flaunt it 22

17. Fostering disloyalty schemes 23

Ambience and Comfort18. What do you look for in a coffee shop? 24

19. Small tables mean flexibility 25

20. Tea tips for coffee shops 26

21. Music, ambience and being heard 27

22. Lessons in loos 28

About the author 29

Customer Tips for Coffee Shops – Volume One 30

Subscribe to Jurek Leon’s free Terrific Tips e-newsletter 31

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To all coffee shop customersThank you for reading this. I’d love to hear your thoughts as a customer. Please take issue with anything I’ve said in this book andoffer an alternative viewpoint.

And do share your experiences. If they haven’t been ideal, what specific tips can you offer that would have made your experience amore enjoyable one?

Contact Jurek with your own advice for coffee shop owners and their employees.

Once we gather enough useful information I will compile a Volume Three set of Customer Tips for Coffee Shops. In it I’ll includereferences to all the contributors. So, unless you prefer to remain anonymous, please include your name, website, email addressand/or facebook page and help make the café experience a delight for all of us.

To all coffee shop owners and their switched on team members who are reading thisCongratulations for taking the time to focus on the customer’s point of view. The fact you are doing so tells me that you are alreadydoing a great job but are smart enough to know that you can always get better.

Please treat this as a workbook to be used and applied rather than a book to be read. Information and ideas by themselves are useless.It's what you do with them that counts.

Print out a couple of these tips at a time; distribute them to the team along with the ‘What are the lessons for your café?’ exercise onthe next page. Set aside a few minutes to discuss them.

Conversations like this create and foster a customer focused culture. Let me know how you go. I’d love to hear from you.

Jurek Leon

www.terrifictrading.com

mailto:[email protected]

http://www.terrifictrading.com/

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Exercise – What are the lessons for your café?

Complete one of these sheets for each tip in this e-book. Set aside a few minutes with your colleagues to discuss one or two of these ata time.

What are the lessons to be learned from this tip?

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

What could have application for your café?

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

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The Service Experience

1. Teaching alertness and efficiency

In a coffee shop recently, I noticed two young male servers weave between the tables serving customers and return to the serveryempty handed without a glance towards the needs of the customers.

When they did come out specifically to clear tables, they took away the plates and cups but seemed oblivious to the crumbs and coffeestains on the tables and the assorted debris on the floor. In fact, they both walked around a crumpled napkin on the ground.Eventually, a more experienced waitress picked it up.

Young people, particularly boys who have got used to their Mums picking up after them, need guidance and they need to be clearabout the performance standards in their place of work.

This is learned behaviour. It can be taught and reinforced by the behaviour being modeled by more experienced staff. What does itinvolve? –

a) Impress upon them the need to develop a sense of urgency.b) Help them understand that the state of the cafe and the comfort of the customers is a matter of importance. Give them a checklist.c) Impress upon them the importance of scanning the room.d) Inspire them to take pride in their work and catch them doing things right, regularly. Specific praise is a great motivator.

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2. Should staff wear name badges?

I was in my favourite cafe. Quite a few of the staff know me by name, which is amazing given the unusual pronunciation of Jurek(silent J). And it makes it embarrassing for me, because I get some of them mixed up and at times am scared to say their name in caseI get it wrong. If only they would wear a name badge!

I agree with the wearing of name badges, not just for frontline staff in the public eye but also for all team members managers, CEOsand owners of organisations… including cafes! There should be one rule for everyone.

Some fascinating research backs this up. Jonathan Winchester of mystery shopping organisation Shopper Anonymouswww.shopperanonymous.co.uk, has conducted research in the UK, Australia and New Zealand based on 116,000 measured shoppingexperiences which identifies that in those organisations where the staff are ‘caught’ wearing a name badge the overall rating for thecustomer service experience is 12% higher than in establishments where all the staff aren’t wearing a name badge.

Isn’t that amazing? So, if the customer’s perception of the experience can be influenced so much just by wearing a name badge – Doit, just do it!

For more tips click on 'Name Badges'

http://www.shopperanonymous.co.uk/

http://terrifictrading.com/_blog/Jureks_Blog/post/Name_Badges/

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3. Improving your tableside impression

I love this observation from Bill Marvin in his free e-newsletter available at www.restaurantdoctor.com:

The waitress was young, with that blank look that told me she was going through the motions but really had not grasped the largerpurpose behind her job.

She got to the table quickly enough and brought our food out as soon as it was up ... but I doubt that she even looked at us once in thewhole process. Mostly she stared at her order pad or the top of the table.

Then she was totally out of sight until she unexpectedly walked by the table about five minutes after we had been served. She sloweddown a bit but did not stop walking as she said – I presume to us although she was not looking at us when she said it – "How'severything? Good!" and walked off!

Here are a couple of lessons from this:

1. Never talk to a table while you are moving. It delivers a message that you have something going on that is more important thanthe guests you are supposedly talking to.

2. Always talk TO someone. This means eye contact and a smile. If noise is coming out of your mouth and you are not looking atthe person the noise is intended for, you aren’t achieving anything.

http://www.restaurantdoctor.com/

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4. The most important customer we ever had

In his superb e-book, '25 Ideas to Motivate and Incentivise Your Staff' Max Hitchins the legendary ‘Hospitality Doctor’ tells the story of ahigh school girl who had been working with her employer for about a year.

“She had, however, lost the charm that she had when she started and had become for the most part, robotic. She was courteous to her friendsand people she knew, so I knew she still had the capabilities. I spent one afternoon trying to come up with a way that I could get her to wantto be more friendly to the customers. I decided to try the following idea.

“That night, she was working the drive-thru window. I asked her the kind of car that was next in line. She looked out and responded that itwas a green Chevy. I asked if it was a man or woman driving, she responded ‘A woman.’

“Then I leaned over and as though I was going to let her in on a secret, I said ‘That woman is the most important customer that we’ve everhad so be real nice to her.’ Her eyes lit up and she started to ask me more. I stopped her and told her she needed to be at the window to greetthe lady when she arrived. Well, she bounded to the window and greeted the lady with a big ‘Hello’ and proceeded to give this lady the bestservice she could.”

After the lady drove off, the cashier turned to her and asked ‘Who was that lady?’

Her employer repeated that she was the most important customer they had ever had. Then he said. “Get ready for the next car coming up.He’s the most important customer we’ve ever had.”

It’s a wonderful lesson, isn’t it?

Do check out the wonderful resources at Max Hitchin’s website www.hospitalitydoctor.com and subscribe to his excellent free e-newsletter.It is a must for every hospitality business.

http://terrifictrading.com/_blog/Terrific_Book_Reviews/post/25_Ideas_to_Motivate_and_Incentivise_Your_Staff/

http://www.hospitalitydoctor.com/

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5. Be respectful of first time customers

Tony Bugeja wrote to me with this excellent advice for coffee shops:

I had a meeting in a local coffee shop at Palm Beach, Queensland, where I did not see the little sign on the wall behind the counterwhich said ‘Order and pay here’.

My party sat down in clear view of the owner and her assistant. In fact, we asked if we could sit at a table near the counter which wasunder the air conditioner. After a while we wondered what we had to do to get a coffee and I got up and asked if we could order somecoffee.

The owner said rather curtly, "Well if you would like to come over to the counter you can order some!" They were not busy and allthey had to do when we sat down was to politely say to us that we can order at the counter when we are ready. We will not have ameeting there again. We had several coffees, cakes and juices.

Be nice to your customers - it would not have taken much in this case!

I can relate to Tony’s experience. Yes, regulars know when a place is counter service only, but it can be confusing for the rest of us.

There's nothing wrong with a coffee shop positioning itself as a place where people must order at the counter. For the coffee shop itmakes things simpler and easier to manage at the daily peak times. But if things are quiet why on earth not come out from behind thecounter, say 'We normally take customer orders at the counter. This must be your first time here. What can I get you?' That way youhave won over a few new customers today and educated them for their next visit.

The people who get this right deserve their customer’s business. The others don't.

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6. Cutlery – Recognise the signs

It makes it a lot more comfortable at the table if wait staff clear away plates once their patrons have finished eating. I’m surprisedthough at the number of times I’ve seen wait staff about to take away someone’s plate when they’ve not finished.

There are signs to look out for. Now, I know some customers are not schooled in table etiquette but as a general rule, if someone hastheir knife and fork spread out at the handles with the points around the centre of the plate, it means that they haven’t finished. If theknife and fork are together in the centre of the plate – in the six o’clock position – it is a sign that they have finished.

You don’t have to run a coffee shop to benefit from Jurek’s ideas and insights. Check out his ‘52 Terrific TipsGuaranteed To Improve Your Selling And Service’,It’s a fantastic resource for all types of organisations.

http://terrifictrading.com/non-retail


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7. Customer conversations

Be aware of how to respond to 'thank you' from patrons. Perhaps this is an Australian thing, but too often the response is, "that’s OK”,"no worries" or "that's alright."

I’m a Baby Boomer and to me the appropriate response is, "You're welcome", accompanied with a smile.

The appropriate response for your café depends on the clientele and “You’re welcome” may be too formal. It shouldn’t be left tochance though. Have a discussion about this and decide on your preferred responses and also be clear about what you won’t say.

What do you mean, “Watch your Language!”

I live in Australia and was born and brought up in Scotland, so I followAustralian English conventions. This means that some of the spelling inthis e-book may look a little strange to our North American readers. Forexample, organisation and apologise with an ‘s’ and favourite and colourwith a ‘u’.

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8. Engaging with customers

Your team must be aware that at your café you are all expected to acknowledge every customer with eye contact and a smile andengage them in conversation as well as processing their order efficiently. This doesn’t come naturally to everyone but these socialskills can be learned and reinforced in a positive way.

Have regular conversations with team members about:

What can we do to make regular customers feel special? What can we do to get customers back more often? What can we do to engage customers in conversation? How can we entice customers to buy new things without it sounding robotic? For example, “Can I tempt you with one of

our… to accompany that?”

When you connect with customers in a genuine way, they appreciate that they are being treated as if their custom is important toyou… which it is.

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9. Serving toasted focaccia bread and sandwiches

What is it with toasted focaccia, toasted turkish bread, and with sandwiches? The staff at so many coffee shops stick paper napkinsunder the food rendering said napkins useless. Now I realise this makes it easier for the server because it means the napkin doesn'tblow away when they are moving towards the patron's table. But the idea is that the napkin should be usable by the patron not soggyand messy from the food placed on top of it.

While on the subject, please do not get the cheapest flimsiest possible napkins that disintegrate the moment they are touched. This is afalse economy, as I’ve said elsewhere it may keep your accountant happy but not your customers.

If you are enjoying this, check out Jurek’s ‘Terrific Telephone Techniques – the ultimateguide to excellent service over the phone’It’s a fantastic resource.



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2012 Terrific Trading Pty Ltd

10. Ban tall servers

I know this is discrimination against tall people BUT I reckon you shouldn’t employ them as servers in your cafe. In the kitchen it’sfine but not front of house. Why?

Picture the situation. A young man or woman who looks like they would be first pick for the leading basketball or netball team inyour area brings out coffee for you and your friend. As they try to concertina their body down to the level of your table, the cups tiltslightly and coffee seeps into the saucer. In my experience, it’s almost inevitable. And I hate coffee spilled in my saucer!

Disclosure Statement: The writer is 5’ 7 ½” small, I mean tall.

You can book Jurek Leon to speak at your next conferenceor seminar. That would be good wouldn’t it? Contact him atwww.terrifictrading.com


Jurek Leon


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11. Never, ever…

It’s been stated before but it’s time to spell it out. Never, ever, ever leave the patron with coffee spilt onto the saucer, or if it's a mug ofcoffee, onto the table.

When the patron picks up their cup the drips could land on their clothes spoiling the whole occasion. Your job is to ensure that yourcustomers have a pleasant experience, not to create business for your local dry cleaner. You would never, I hope, do this to someoneat your house. So, why on earth would you expect to be able to do it when they are paying $3.50 to $4 50 for their cup of coffee!

And don't even think about giving the patron a paper napkin to put in their saucer to soak up the coffee. Get them a clean saucer!

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Points to Ponder

12. Starbucks, Training and Moby Dick

Did you know that Starbucks was named after the first mate in the novel Moby Dick and that the first 8 stores only sold coffee beansnot coffee to drink? No, me neither.

These were two of the interesting little snippets I picked up in Martin Butler’s book, ‘The Art of Being chosen – Secrets of Successfrom the giants of retail’ . This was from his interview with Starbucks Chairman and CEO, Howard Schultz who bought those 8stores and opened 17,000 more to bring his dream of Italian style coffee shops where relationships were as important as the coffee, toAmerica and the rest of the world.

While I’m not a fan of Starbucks, I like these comments that Martin Butler, gleaned from Schultz:

“We’re not in the coffee business serving people. We’re in the people business serving coffee.”“The training at Starbucks is legendary. We spend much more money on this than advertising. Always have, always will.”

After those comments, I might give Starbucks another go!

For reasons unknown to me I cannot access Martin Butler’s excellent blog at www.martin-butler.comvia my internet-service provider. However, when I use the Vodaphone mobile connect USB stick Ihave no problem. Hopefully, it will work smoothly for you.

http://www.martin-butler.com/

http://terrifictrading.com/_blog/Terrific_Book_Reviews/post/The_Art_of_Being_Chosen_%E2%80%93_Secrets_of_success_from_the_giants_of_retail_/

http://terrifictrading.com/_blog/Terrific_Book_Reviews/post/The_Art_of_Being_Chosen_%E2%80%93_Secrets_of_success_from_the_giants_of_retail_/

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13. Coffee – A drug of persuasion

Robert Cialdini co-authored an amazing book titled 'Yes! 50 Secrets from the science of persuasion' which opens up a host ofpossibilities for coffee shops. Here’s an excerpt:

“There’s a drug called 1,3,7-trimethylxanthin that could make you more persuadable if you take it and more persuasive if you give itto others. Perhaps even more shocking is the fact that this drug is now widely available through ‘tri-meth labs’ that are popping up inneighbourhoods everywhere. The drug is more commonly known as caffeine, and these ‘tri-meth labs’ are more commonly known ascoffee shops.”

We’ve all heard – and many of us have experienced – how caffeine can make us feel more alert, but did you realise it make us morepersuasive?

The authors claim, a good time to make a presentation to people you wish to persuade is earlier in the day, as that’s when your clientsmay have just had their morning coffee fix.

Apparently, even if your customers can’t choose the time of day, heading down to their favourite coffee shop (that’s you!) shouldmake their audience more receptive to their message. However, their case must be well reasoned. Yes, the researchers have testedmessages with both weak and strong arguments.... and the improved results only occur when the presenter has a strong case!

http://terrifictrading.com/_blog/Terrific_Book_Reviews/post/Yes!_50_secrets_from_the_science_of_persuasion/

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14. The coffee house – a school of wisdom

Coffee shops are not just places to merely drink coffee. In Constantinople the word for coffee houses meant ‘schools of wisdom’, andin London the coffee shops were known as ‘penny universities’

The famous clerical gourmand, Sydney Smith (b1771) said, “If you want to improve your understanding, drink coffee; it is theintelligent beverage.”

Wherever coffee houses sprang up they were the gathering places for the intellectuals, politicians and literary people of the day. TheFrench Revolution was planned in the cafes of Paris, and at the very same tables some of the great literature of the age was conceivedand written. Serious business was transacted in the coffee houses of 17th-century London where the arrival of coffee wassimultaneous with the huge expansion of trade, each assisting the development of the other. Some of the great financial institutions ofthe world such as the stock exchange and Lloyd’s of London actually had their beginnings in those coffee houses.

This is an extract from an article in Australia’s Leading-Edge Bakery & Food Service Journal by Janet Clarkson titled ‘The other usesof coffee’ www.leadedgejournal.com.au

http://www.leadedgejournal.com.au/

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2012 Terrific Trading Pty Ltd

15. You can tell a lot about people

“You can tell a lot about people by the way they treat staff in places like this”, my colleague Jan Collins said as we watched someonebeing quite unpleasant to a staff member in a café.

It was so unnecessary and revealed the type of person the customer was. If someone is ‘ever so nice’ to you, especially if they wantsomething from you, but tends to be unpleasant or dismissive of staff in restaurants and cafes you can be sure of one thing, they arenot a nice person.

Jan Collins


http://terrifictrading.com/terrific_profiles.htm

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Marketing and Promotion Tips

16. If you’ve got it, flaunt it

Here’s a wonderful lesson that I fully endorse from Canadian speaker and business coach, Donald Cooper. It is reproduced withpermission from his superb free monthly e-newsletter available at www.donaldcooper.com.

“Baristas from Café Artigiano in Vancouver, British Columbia, have won the Canadian National Barista Championship every year forthe past 6 years. That’s an amazing story that, if properly communicated, creates celebrity status and adds tremendous emotional valueto the Artigiano coffee experience.

“But they practically keep it a secret. It’s mentioned on a small plaque, on the wall, hidden behind a vase of dead flowers. There areno pictures of the actual winners and none of the baristas on duty have any message on their apron or anywhere else indicating thatthey are one of the ‘champions’. What a missed opportunity.”

http://www.donaldcooper.com/

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17. Fostering Disloyalty Schemes

Take a look at the sign I photographed at a Costa Coffee shop in the UK. Why on earth would they put up a sign saying: ‘Sorry WeDon’t Accept Costa Loyalty Cards Here. This is due to us being a franchise.’ See for yourself.

When they spend all that money on advertising and rent for highly visible locations why would they encourage people NOT to comeback?

If they are going to do that they might as well tear down their logos, change their colour scheme, vary their menu and alter their nameto Sergios Coffee, because they’ve just set out to destroy everything that their brand image is trying to achieve. The customer truststhe brand, that’s why they make (in this case) Costa Coffee their preferred choice. So don’t destroy that trust by saying, ‘We’redifferent’!

http://terrifictrading.typepad.com/.a/6a00d83451bcb569e20133ef95c578970b-popup

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Ambience and Comfort

18. What do you look for in a coffee shop?

What makes you go back time and time again? Here’s Andrew Rondeau’s take on this:

Some would say - "simply good tasting coffee." Others want - "a wide selection of great tasting coffees and cakes plus well trainedstaff, a smile and an efficient service, maybe with free wi-fi."

Which statement would make you give 10 out of 10?

My wife and I go to relax, so the following is important to us:

1. A nice comfy sofa2. Great tasting coffee3. A good selection of cakes to choose from4. Service with a smile

And if we can get a seat by the window 'people watching', even better.

That's it - we are easily pleased. But so many coffee shops just don't provide all four of our needs. They may just offer points, 2, 3 and4 but point 1 is so important!

Or 1, 2 and 3, but point 4 is also important to us! What do you look for in a coffee shop for you to go back time and time again?

Source: http://EzineArticles.com/?expert=Andrew_Rondeau

http://ezinearticles.com/?expert=Andrew_Rondeau

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19. Small tables mean flexibility

I never understand why some coffee shops have large tables that seat 6 or more people. So much better to have square stables that seat4 people. That way they can be put together for larger groups and then split up for pairs. Certainly in countries like Australia, NewZealand and the UK people prefer to have a bit of privacy. Perhaps it’s different for coffee shops that attract students or for tourists inEurope. What do you think?

If you own or manage a retail store, you’re in luck. Jurek has developed afantastic 'Retail Selling DIY in-store training programme'. Click on ‘A lifetimeof Retail Sales Training link below and check it out. It could be just theresource you need to convert more browsers into buyers, increase your averagesale and foster more repeat business.

http://terrifictrading.com/CampaignProcess.aspx?A=Link&VID=5548807&KID=242189&LID=680371&O=http%3a%2f%2fterrifictrading.com%2fretail_diy

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20. Tea tips for coffee shops

I love my coffee but I limit myself to two cups a day. As I often meet clients in coffee shops it would be easy to exceed my limit. So,I switch to tea which is what I drink at home; sometimes herbal tea and sometimes English breakfast.

What happens when tea is ordered in a coffee shop? This is a real test. Often, in Australia, I feel I’m being treated like a second classcitizen and I’ve had a number of tea drinkers say the same thing. In the UK they seem to show a greater understanding. So, whatneeds to improve in Australia at least?

Never serve tea in coffee cups. Tea cups need a thin lip. Please, make sure you have invested in some decent crockery foryour tea drinkers.

No leaky tea pots. Test them out before you buy them. Does the tea trickle down the spout and go all over the table as youpour? This happens far too often. And I’m not alone in my frustrations with this.

Ensure that tea pots are properly cleaned. Often I get served tea in pots with old tea stains going from the bottom of the spoutto the base. Not good enough!

Have separate tea pots for herbal teas.

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21. Music, ambience and being heard

Music is good. It creates a mood and it makes it less likely that the people on nearby tables will be able to hear your conversation.

Think of your clientele. Can they hear one another easily? The older your customers, the softer the music needs to be. Personally Ilike low level background music that doesn’t assault the brain and make hearing others at your table a strain.

Music needs to be at a level that is enjoyable for the patrons, not at a volume and of a type that suits the staff. If it turns out to be both,great.

Every time your customers come into contact with your organisation theyare judging you – often without even realising it themselves. Up to 95% ofthis assessment is taking place at an unconscious level and your future – forbetter or worse; for richer or poorer – may depend on this assessment.

Learn from Terrific Trading how to identify the ‘critical non-essentials’ thatensure your customers are consistently impressed.

http://terrifictrading.com/critical_non_essentials

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22. Lessons in loos

Fabulous loos give the message that you think highly of your customers. Too often, in too many countries, the loos are anafterthought; an inconvenience for the cafe owner rather than a convenience for the customer.

Certainly in northern Italy, where I was recently I've been gobsmacked by the upmarket loos in even the most humble cafes andrestaurants. A visit to the loo actually makes you feel better about your choice of cafe or restaurant. When it comes to hospitality,there is much we can learn from the Italians.

And as for ambience, they are masters at turning a hole in the wall and a few tables and chairs on the sidewalk into a special placewith character and an atmosphere of its own.

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About the Author – Jurek Leon

For years I've been writing articles on customer service issues. The customer experience is something thatfascinates me.

I’m based in Perth, Western Australia and regularly present courses and seminars on influencing the customer experience, customerfocussed selling, motivation and word of mouth marketing.

I am a consultant and trainer working mostly with smaller retail and tourism based businesses in Australia, New Zealand and the UKthough in more recent times our expertise is being sought increasingly by a range of professional and trade service firms.

Back in 1992 I founded Terrific Trading, a Western Australian based consultancy. We’re a 3-person specialist team where I go by thetitle of ‘Director of Curiosity’.

Terrific Trading focuses on customer service as a way of assisting companies to get a better result from their sales and marketing,foster repeat business and greatly enhance teamwork and motivation.

I write regularly for small business magazines and newsletters particularly in Australia and New Zealand and present a regularsegment on Winston Marsh’s popular Business Marketing audio magazine.

I also produce a FREE monthly ‘Terrific Tips’ e-newsletter which you can subscribe to by clicking here.

I’m author of a number of publications including ‘52 Terrific Tips Guaranteed To Improve Your Selling And Service’, ‘52 TerrificRetail Tips’ and ‘Terrific Telephone Techniques – the ultimate guide to excellent service over the phone’

http://terrifictrading.typepad.com/.shared/image.html?/photos/uncategorized/2008/01/08/jurek_colour_1_3.jpg

http://www.winstonmarsh.com.au/products/all-audio-cds/business-marketing-monthly/




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Here’s what you will find in ‘Customer Tips for Coffee Shops – Volume One’:

The Service Experience:Picture perfect servicePicture perfect service – What went wrong?Do not stretch across the tableCleaning the tablesDon’t turn awayClearing tables and punishing customersReturning empty handedLast impressions have lasting resultsSpeak in complete sentencesGo on make my day

Points to Ponder:Now is not the time to cut backHot coffee, warm heartLessons from a rural bakeryHow to be a competent server

Marketing and Promotion Tips:Be prepared before you promoteLocal area marketingBecome the mayor of your coffee shop strip

Ambience and Comfort:Stacking tables and mopping floorsAccountants, serviettes and the coffee experienceCustomer friendly signs

At the Counter:Small or large?Confirming the orderRedeeming coupons

Order your copy from the Resources section at www.terrifictrading.com .


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The latest tips on customer service, selling skills and

marketing available …..FREE EACH MONTH

Would you like a free newsletter emailed to you each month packed with anecdotes, ideas, examples and inspiration to motive you

and your team?

The author, Jurek Leon of Terrific Trading is a Western Australian based speaker, storyteller and coach. Jurek writes for a number of

magazines, trade journals and ezines particularly in Australia and New Zealand but also in North America, South Africa and the

United Kingdom.

Jurek’s ‘Terrific Tips’ e-newsletter includes ideas and articles you can use in staff and client newsletters and pass on to colleagues,

team members and friends.

To subscribe to Terrific Trading's FREE monthly ‘Terrific Tips’ email newsletter go to: www.terrifictrading.com click on ‘Sign up toour free Terrific Trading e-newsletter’ and type in your name and email address. It’s simple and easy. Alternatively, [email protected] and we will arrange it for you.


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Documents

Customer Tips for Coffee Shops - Terrific Trading · Customer Tips for Coffee Shops Volume Two by Jurek Leon ... Points to Ponder 12. Starbucks, Training and Moby Dick 18 13. Coffee