I wait and wait. People join the queue behind me. The team seem to be moving at a snails pace today - unusual I think - my coffee is usually delivered swiftly. People behind and in front of me in the queue are sighing, becoming agitated and frustrated. Watches are being glanced at. As I get closer I realise the girl serving is a trainee, on her own. Now, I have no issue with people learning on the job, but some guidance and support is key. As I look around mentally willing someone to come and and help her, I see the Corporate suits comfortable at a nearby table having a meeting with the 2 usual team members and to rub salt into the wound all four of them have THEIR coffees. The poor girl left holding the fort is doing her very best, smiling through the nightmare her "superiors" have inflicted upon her. Now my frustration at having to wait turns to sympathy and if I am honest, I am angry at the "coffee - slurping" smug suits. 


I had just popped in to grab my usual "latte-to-go" as I often do but will I do it again? I suppose I could put my emotions aside and return but why should I when its clear on today's experience the company doesn't much care about me? I can easily walk a little further on to a competitor where I will feel welcome and valued as a customer. Habits can so easily broken, especially when emotion is involved - a few extra steps for me means good news for my new coffee shop.


Tips to the suits:

  1. Care for your team - “sink or swim” tactics usually make your team feel devalued
  2. Have your lattes only after the queue has disappeared
  3. Get your hands dirty - earn respect from your team and make guest experiences better
  4. Lead by example - don’t give implicit permission to your store managers to put process and paperwork before team members and guests
  5. Guests don’t appreciate patronising a company clearly not committed to guests
  6. Guests resent contributing to the salary of corporate suits that hold meetings while they wait.
  7. When your difficult review meeting with directors comes along make sure you remember why your sales are down - YOU


What was I worth to your company? 4 skinny Lattes per week usually with a muffin and on most occasions with a friend - 46 weeks a year - and lets just say I manage to last for another 10 years....... Over £13,000 gone that will have to be replaced. Look after what you have first.