When stepping into a coffee shop there is of course the smell of coffee and usually a great display of cakes and tarts.
Customers like to think that a barista has an easy day at work.
In fact, the head barista is in charge of various things which could change the way coffee tastes. This member of staff is generally the first in the shop in order to switch on the espresso machine to gain the right pressure as well as various grinders too. But this is not all.
Turning and pressing buttons can only happen once the grinder is correctly setup. Dialing in is about making sure that the correct quantity of coffee (between 18g and 20g) will be in the portafilter. The size of the grind is essential too. Most people in the coffee trade are aware of it…but surprisingly not the customers. They are just after their caffeine fix. Quality comes with time and rushing it wouldn’t deliver the correct extraction and ratio coffee-water.
espresso dose on scale and tamper
The counter, group heads and grinders have to be kept as clean as possible in order to avoid a real mess inside and underneath the cup. Wiping steam wand and drip tray can be seen as a waste of time when waiting for that coffee hit. But all these details are what makes your coffee tasting fresh and clean. No one wants to have bits of dry milk or old coffee ground floating on their drinks.
Some chains don’t actually care whether you are new in town, regular or just passing-by, because there is enough foot fall to fill up their tills. As for an independent shop, the story is completely different: keeping the existing coffee lovers is important but getting new loyal customers will keep the ball rolling smoothly with no worries.
Running an espresso bar is more than making coffee – there is the customer service too. Looking after people is a service which is so often missing. Serving a cup, taking the cash…this is not enough. People want more and this includes an interaction and checking that their drink/cake are as expected. Ignoring feedback is never a good idea. Listening to comments and recommendations will help the business to develop better/faster and improvements are always possible.
It is also thinking about the little personal touch that can attract more people to come in. “Attention to details” as recruiters like to say.
What could this be?
Fresh tap water available to continue the day after having had a snack. Some newspapers and magazines to go through while waiting for a friend. Able to guide clients when it comes to buy some coffee beans and eventually grind them at no extra cost.
In other words it is about being sociable and keeping this communication going as the barista is the host and keeping the guests entertained is what creates the buzz. People always like to keep or take home something from a great place.
Remember as a child, yourself would certainly like a promotional sticker or fridge magnet – this is still applicable when being an adult. It is just to show to your entourage that you have been there (been there, done that, got the t-shirt) . This can just be a paper take-away cup with the logo of the business on it or even better, a reusable keep-cup which will stay with you for a long time.
Over all it is not about the actual value, this is secondary.
Finally, thinking of restocking (soya) milk, sugar, stirrers, tea leaves, disposable napkins and all other ingredients vital to run the business is part of the head barista’s duty.
It happens (rarely) that there is a short period during the day when the staff can sit down to sip a well deserved flat white or cup of tea. If this is when you are actually coming in for your brew, it would be wrong to assume that he/she has been slacking since 8am… Remember that if you want to smell the coffee, baristi are actually up and working hard well before everyone else.
Wake up and smell the coffee – animation
Percolator Corner 