Today I discovered an excellent way to lose customers.
As I went to work in one of my local coffee shops (one of the benefits of being a non-location based entrepreneur, and at least it gets me out of my pink kitten pyjamas), I found a tried and tested method to turn me away.
What is the one thing that a coffee shop needs?
The one thing that fulfils it’s function, that people flock to it to savour and enjoy?
That’s right, Einstein, a mother flipping’ COFFEE MACHINE.
Today the coffee machine is being maintenanced, so every single person who comes in for their flat white fix is being told they can have tea or cold drinks.
Not quite the double espresso they needed or wanted from this place.
Not only that, but the maintenance machine creates a crazy noise, a lot of mess, and is almost designed specifically to turn people away from the ambience they seek (time to go home and put on the Coffitivity, anyone?).
I should add, I reluctantly came back to this place today after having no luck yesterday- there was not enough staff, nowhere to sit, and no “thanks for waiting”, additional benefits for loyalty or, frankly, anything.
Now, this is a global coffee house chain so maybe customer service and forward planning matter less to them – they can afford a quiet morning or two, after all – but it got me thinking: