085 : How We Ruin the Specialty Experience : Exploring some of the many small things that make a big impact on the customer experience

It is often the little things that we allow or that escape our attention that will ruin the specialty experience for our customers in our shops. Today we discuss ways that we create unnecessary roadblocks to customers having a truly great experience in the cafe and what to do about it. We give you a framework to use in rooting out issues and cover some of the main points that are likely hiding in plain sight. When we give these behaviors a pass or let these details slip over time, we end up holding our industry back from being truly effective at the store level in representing specialty coffee well. Links: Episode #57 SOPs FTW! Colin Harmon's Book James Hoffman's video about being your own customer