There is a coffee shop I refuse to go to when there is a certain employee working because I am tired of the poor service and attitude that he gives off. I’m not sure if he is a manager or just an employee, but the fact that he has pissed me off this much makes what his position is pretty moot.
Do your employees give off an air of superiority to your customers? How can you spot this in your employees before your customers do?
While mystery shops may be helpful, they may be few and far between, especially if you are an independent shop. However, you can do more to offer your customers the ability to give feedback and also do more to critique your employees on each shift, giving helpful pointers.
The results don’t lie either; if you see that your sales have gone down, wait times are up, or customer service scores are down, you may be able to tie the results to a specific shift or time.
Similarly, services like Qualitysheet, Yelp, and the like can give you an accurate measure of what the general public thinks about you through surveys and anonymous feedback.
I’m now enjoying my coffee at a new location (and will return to the old one anytime I don’t see the attitude working at the counter.)