What is your opinion?
…When I was a Barista at a large coffee shop chain. I often worked the window and the bar closest to the window during the morning rush (because I was good and fast…if I do say so myself). The company wanted us to push their latest instant coffee that we were already getting feedback tasted like dirt, and I believe the product failed, but we were expected to push it like used car salespeople. Now, I didn’t mind doing this when it was slow, but during the morning rush, when people were on their way to work and the line at our window could stretch around the block despite us flying to get their orders out, I definitely did not want to push the instant garbage to our regulars who were on their way to their jobs and had already said no the day before, and the day before that. In the morning rush, I could literally name every one of the hundreds of customers that came through, and I could tell you what drink they wanted and their opinion about the instant stuff I was expected to sell. In a properly staffed shop, I would be able to chat at the window and pitch the product, but since I was also making their drinks, running for their pastries and ringing them up, anything more than a “hi” seemed to be a delay, specifically if they had already refused the sale. So, from your stand point, I ask, “Was I wrong?” To me, it was better to keep the line moving and our customers coming to us than to push an additional product they already told me they didn’t want, and delay them on their way to work. I would love to know your thoughts on that. Sorry for the book, but those questions made me want you to apply them to this.
-Josh Wrenn writer of My Friday Blog
In your honest opinion:
As a customer, what do you prefer?
As a fellow retailer, what would you do?
As a level of management, was his judgement off base?