I get it. Not everybody is a morning person. I’m pretty much pumped up and ready to go as soon as I roll out of bed in the morning, which is usually around 4:30 am.
While in the Marine Corps, it was once my turn for fire watch at 1 am. My buddy, Tim Francen, woke me from a dead sleep in a freezing cinder block building. I sat straight up, looked him in the eye, and started singing a song I made up for him. I used to think that was normal. It’s not. I finally get it.
But if you’re not a morning person, why would you work at a coffee shop in the morning? I guess we all need money, but I would suggest you fight the urge to take on a position that goes so strongly against your grain.
Mike was in one of our favorite coffee shops recently. While he was in line, he had the chance to witness the barista in action. I’m not going to name the girl or the shop, ’cause their service is normally good.
Three customers in a row tried to cheer her up. It went something like this.
Chipper Customer 1: “Good morning.”
Grumpy Barista: “It’s too early to be good.”
Chipper Customer 2: “How’s it going?”
Grumpy Barista: “Ugh…”
Chipper Customer 3: “Hey, have a great day.”
Grumpy Barista: “Not likely.”
You get where I’m going with this. Why is that the customers should be the ones putting energy into the transaction? Isn’t that the barista’s job? Isn’t that the job for anyone in a customer service job? And isn’t anyone you come into contact with, regardless of your job, a customer of sorts?
How much more than a job where you’re making a custom drink for someone that is looking for a caffeine fix? Maybe she doens’t drink coffee. It’s possible. It’s not something I could ever understand- why you would hire a grumpy person in the morning to serve a beverage they don’t even consume?
But I’m not just trying to pick on the grumpy barista. Maybe she was having a bad day. We all have them. Really, what I want to do is press home the immeasurable value of customer service and encourage you to do everything in your power to create an amazing experience for the people in your life that are giving you money. Especially if you’re selling people coffee in the morning.
Some of you have heard of Loopy Cases. They’re a small company that makes cases for cell phones. Well, my wife just upgraded me to the iPhone 7 Plus, and Mike recommended the Loopy Case. You guessed it, it has a loop on the back to keep your phone wrapped around your finger.
I saw an add on Facebook that said I could get a free screen protector if I ordered the limited edition green case “today.” I messaged them and asked how to get the deal, because their online store wasn’t giving me the discount. “Sorry,” they said, “you missed the sale.” It was an old post. No biggie. I bought it anyway (and the screen protector) and thanked them for their quick reply.
Well, they found my order and refunded me the cost of the screen protector. Then they shot me a private message on Facebook (and e-mail) to let me know and thank me for my business. That’s customer service. That’s over-delivering. That’s what we should all be doing: looking for ways to stand out and give an exceptional experience to those we come into contact with.
Please receive this encouragement and press on!