I think the coffee shop downtown handles angry customers better than most chains

Stopped at Brew Bean on Oak Street last Friday and watched a guy scream about a cold latte for 5 minutes, but the barista stayed calm and fixed it in 30 seconds flat. Has anyone else noticed mom and pop shops handling complaints way smoother than the corporates?

2 comments

2 Comments

loganl2227d ago

Actually that barista probably didn't have a choice since Brew Bean is actually part of a small local chain with like 4 locations, not a true mom and pop place. Still, you're totally right that independent shops tend to handle things better because the person working has more freedom to just fix the problem without calling a manager or filling out some corporate form! The big chains train their people to follow scripts and "escalate" everything which just makes angry customers even madder. Local places let their staff actually use their judgment and do what makes sense in the moment. Plus the regulars see the same faces all the time so there's actual relationships built up that smooth things out. It's just way more human and natural feeling.

benc5327d ago

Honestly not sure it's that deep. Most people just want their coffee order to be right whether it's a chain or a local place.