poor service sucks.......

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...

A grey post-Christmas day in my local town returning unwanted presents amidst other equally fed-up looking shoppers - my usual pick-me in these situations is a tall skinny latte to go ( always with a straw ) from Costa or Starbucks or Nero or Pret.

I happened on the new Costa in the Parkway - was immediately faced with quite a queue and felt even more deflated.Never one to let a queue come between me and a latte I took up my place and was immediately drawn to the cheery Matthew behind the cou...

The simple answer is I wouldn't have waited for 45 minutes in a disorganised shambles of a queue, in a grotty area with nothing to do but concern myself whether I am standing in the right area to get out of this as quickly as possible. I also wouldn't be reading notices which try and convince me that the reason for the long queues is because we have tightened security by asking more questions - a notion blown out of the water when the only words shared (when I finally made it to the desk) wer...

Discounting is as insidious as a drug habit - if you are not careful.

When you are feeling low it's normal to seek a lift but choose the solution wisely - a shoulder to cry on or a wise head to talk to - not a line of cocaine that will eventually lead to addiction and ruination. I am told a drug provides a high - a short-term solution, but how long before you seek it out again? How long before the time between each high diminishes and you become an addict, a junkie with a drug problem?

Time...

.....it enriches the customer experience and meets their inner motivations for deciding to sample your services in the first place.

We do not sell a commodity. I can buy a Budweiser for 61p at Asda or a Sirloin steak at Tesco for £4.07 - they do commodities very well. 

We sell experiences and that’s why guests choose our industry. We satisfy human, emotional needs - to relax, to socialise and to explore.  

Upselling is a critical component of fulfilling that obligation! Every team member shou...