I like few drinks better than a good cafe americano. But I got a crazy idea in my head that I thought could make an espresso classic even better …
coffee
A Customer Service Idea for the Yelp Age
It’s a tough time to be a business owner, especially one that’s opinionated and fiercely independent. Take Cartel Coffee Lab. A barista raised the hackles of a guy on Yelp.com. He wanted coffee with caramel in it – they don’t have caramel. So he ordered a cappuccino, and the barista allegedly said “Just so you know it’s a REAL Cappuccino [sic].”
That would irritate me, too. The negative Yelp drew the attention of Jason, the owner. This guy truly cares about coffee. He loves doing it right, and he absolutely hates adjuncts. He’s a purist. I respect that. He meticulously ensures that his crew meets his standards.
And most of his staff is as personable as they are skilled. There are a few bitter beans in there, and I’d bet this came from one of them.
It’s good that Jason has his employees’ backs. But I don’t think he should tell a customer in a public online forum:
“If only you actually understood coffee, you might have been able to actually promote better coffee in AZ! You shouldn’t be commenting about coffee since you drink it with caramel anyway. You should probably rethink that life decision!”
For the record, I’ve had many conversations with Jason, and he’s a very likeable guy. And I truly understand how he feels. I love good beverages of all stripe. And when someone who drinks Corona turns a nose up at a SunUp Brewing cask-conditioned IPA, I truly believe Buddha drowns a kitten. But I also realize that people have their [...]
