"You are the worst coffee shop I've ever been to," I heard an angry customer tell a manager of a coffee shop I had visited. As I was listening to the conversation, I picked up that the customer had ordered a mocha which turned out to have poor taste; after complaining and having it remade, the customer realized that the newly made drink tasted even worse than the previous one. Angry, he gave the cafe barista a third chance and asked for the drink to be remade again; this time, the man had to wait longer while the drink was being made because there was a big line of customers who had just ordered. After waiting for what seemed to be an eternity, he asked to speak to the manager, and the conversation that followed was not pleasant.
If you are a coffee shop owner who is reading this blog, my biggest advice to you is to put customer service first. I know a few places where managers are so consumed with thoughts of profit, that they have made some very bad mistakes (some are not even aware of it). For example, a few managers are fully aware that they need more workers on weekends but have stopped hiring people so they can save money. Unfortunately, this is a very bad strategy and has caused complaints from customers who have to wait more than 15 minutes for a simple drink (me being one at some point!).
Also, make the customer matter! If you have baristas who you've just hired in your coffee shop and are not completely aware of their mistakes, pay more attention! I know a few baristas who had been hired and left alone to make drinks for customers without any supervisor watching them; the result was a disaster! Your customer can be lost forever.
Care about customer service and customers will care about your cafe.
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