1. HOSTESS WITH THE MOSTEST:
Mentally show up before anyone walks through the door. Sometimes you gotta shift your perspective and remind yourself that these are GUESTS at your home away from home rather than customers coming in for their coffee fix.
This is where it all begins in the customer experience.
That initial feeling of acceptance. At ICR it starts with a smile as you make your way through the entry, or coffee runway if you will.
A menu can be overwhelming, especially if you’re a newbie. I like to ask customers what they usually like to drink, and then make them through the process of selecting something from the menu.
4. EDUCATE WHILE YOU MAKE
At ICR we have the beauty and luxury of making drinks behind our MOD BAR. This frees up bar space for intentional conversations and coffee education.
I love that we offer ‘to the table’ service. It gives a comfortability and casualness to the experience. Guests are able to get settled and enjoy the space rather than standing around awkwardly waiting for their name to be incorrectly called.
You good, fam? Who doesn’t enjoy a sweet check-in from time to time? Plus, guests need to stay hydrated, and offering water is always a kind gesture.
Coffee shops are typically communal spaces. Some come solely for the interpersonal interactions. Take time to learn about your guests – your regulars might just become your friends.
No one wants one-sided conversations. If a guest is offering up information, don’t be afraid to talk back.
We like to keep ‘to the table’ service by clearing the table. This takes away any anxiety of not knowing where to put dirty dishes, and you get to do another check-in to find out if everything was to your guest’s satisfaction!
10. CLEAN IT UP & REPEAT
Once a guest leaves, prepare the space for the next and repeat steps 1-10.