Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Some of my fondest memories include steaming milk and pulling espresso shots. It wasn’t just the smell of roasted beans that made my experience as a barista such a joy. What made it special was learning a new craft in a flexible and supportive environment.
I learned the most about myself while serving others, and grew as a result.
As I look back on one of my very first jobs, I realize that spending my formative years in the service industry helped make me who I am today. The popular coffee chain I applied to straight out of college welcomed me with open arms.
Little did I know it would bring purposeful work, as well as teach me how to embrace my other talents, become a leader, and lean on my family.
They thought I was overqualified at first – having just moved back to South Florida from New York City with a fancy arts degree under my belt, I was actually struggling to find a job in my field of study. I was desperate for any sort of income.
I started my coffee training and realized quickly I wouldn’t be able to just skate by at my new job. It was made clear that I’d have to learn the ins and outs of this important beverage-making art.
Going through “Coffee University” felt weird – especially because I just came home from a real university. My manager made me learn all about the history of espresso-based beverages, along with how to make each one to perfection before I even set foot on the floor.
My new title, “barista,” apparently meant a lot, especially considering the barista’s origins in mid-20th century Italy.
Even though it had nothing to do with my passion for theatre and writing, I had to learn about this new profession, and I had to do it quickly. I was required to master this coffee craft and take pride in my work. The rest of my coworkers were motivated, and once I was allowed to do hands-on training, I began to share their sense of pride and purpose in what we were doing.
Although I have since found purpose in my other work, that first experience of feeling like I was contributing to something that mattered so deeply to everyone involved was a feeling that is unforgettable.
Our customers valued the drinks we made, and we valued them, too. They could tell when something was off, even if it was a tiny detail. It pushed us to do better, and most guests respected our craft, often acknowledging it wasn’t easy producing their complicated orders with speed, accuracy, and love.
I was an artist, and this job valued it. Even though I had a passion outside of latte-making, my managers supported it. In fact, I even performed a few times for guests in the coffee shop. Most of us on the team had outside interests and talents, and those were honored.
Performing in the shop gave me confidence to perform in other venues, and quickly, what I went to school for was being further developed at a job that had nothing to do with that side of me.
In terms of the actual job duties, I was enthusiastic to do well. Aside from the sense of purpose gained from learning a new craft, I also was motivated because this job allowed me to pursue other passions. My manager acknowledged my progress and gave me more responsibilities as time went on.
This coffee shop was where I learned to keep track of money, be responsible for giving colleagues their breaks, and watching over day-to-day operations.
My newfound confidence helped me professionally and personally. I was even allowed to create new drinks, experiment with making new menu items, and even pitched to high-level management from time to time. I miss that responsibility, and I cherish the experience of feeling truly confident for the first time in my life.
During my five years as a barista, I lost my father, got married, recorded an album, and moved to a new house.
My coworkers were my constants. After all, these are the people you see nearly every day, and collectively sometimes more than family members. If I had to run to the bathroom mid shift because a song playing reminded me of my late father, another barista would take over my duties without saying a word.
We were bonded in our shared experience, especially when it came to dealing with challenging customers.
Making a coffee beverage can be complicated, especially with so many modifications made available to guests. From type of milk to beverage temperature, guests can (and are encouraged to) demand a drink as unique as they are.
But us baristas are only human. Sometimes my team and I made mistakes.
Most guests were understanding in those circumstances. Some were not. Most replied to order mishaps by saying “No problem! Don’t worry about it!” Others threw scones at us. (Seriously.)
Going through those hardships and having each other’s backs made us stronger, and it’s that sense of comradery I miss every day. It was transformational learning how to deal with confrontations with my work family supporting me.
We had each other, so we knew we could make it through anything.
Not every person is as lucky as I am to have worked at a place that fostered my potential like this coffee chain. As I look back, I realize those fun times hold the key to server satisfaction and employee retention for other service industry jobs across the board.
It’s a special calling to work in the service industry.
My dad was a career bartender, and he certainly took pride in his work, his freedom, and his team of employees – which were more like family than coworkers. He told me stories about his adventures working in restaurants and bars, and died wishing he never left the profession in the first place.
If other restaurants, cafés, and bars can get it right, they can also foster an environment that will produce dedicated employees who not only evolve with time, they will also want to contribute all their talent to the gig – and become lifelong brand ambassadors.
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