Customer service in a café, just a smile?


Great coffee is very important, but if people don't feel comfortable in your café, it doesn't matter how good your drinks are because they won't come anyway.

What's a barista to do when a customer is having a bad day? Adapt. A barista is a little psychologist.

And why a barista? It depends on how your café is set up, but for example, in smaller establishments, orders and payments are taken at the counter where the customer waits. This is the moment when the barista can talk to the customer. How did you like your last batch brew? Was it too sour? And how's the weather outside?

This is where the interaction between the two key points of your business comes into play. Between the barista and the customer. Without either, the cafe couldn't exist. That's why you need to pamper both as much as possible.

Of course, the barista's main job is to make sure the customer gets the best coffee. He also has to set up the coffee machine and the grinder. His other main job is to be there for the customer who may need a little comfort over a cup of batch brew.

The key to excellent service is to respond to individual customer needs and desires to the best of your ability and capability. Without good service, customers won't come back to you, they won't enjoy your coffee, they won't want to share it, and above all, they won't be open to learning more about coffee, which would be a great shame.


"Customers, like hearts, are where they are valued." (M. LeBoeuf)

Most of the time, providing good customer service is easy. After all, not everyone is completely demanding. A nice greeting with a smile and a polite question about how you are doing will make the customer feel welcome in your café.

For repeat customers, try to remember a little about them. For example, what they study, their occupation, their favourite coffee variation. If you like them, feel free to follow them on social networks, it will create a little friendly bond and they will visit your business even more happily.

However, your customer may not always be in a good mood. But you can make them feel good. Maybe that's why they came to you. Judge your customers correctly and don't just offer them coffee, but also the enjoyment of the whole atmosphere.


Remember that every customer is unique. Regardless of whether they have had a good or bad day, many will have different expectations. Some are ready to share everything that's going on in their lives, while others just want coffee and quiet.

When a customer walks in the door and approaches the counter, the barista should try to gauge how they might be feeling. What does his face, body movements and demeanor convey? Does he need a quick coffee? A friendly smile? A little time to think? By noticing these small details, you can create a more personal relationship with your customers.

If your regular customers are having a bad day, there are many ways to show them that you appreciate them. For example, an occasional coffee or free cookie. While it might not make their day, at least you'll put a smile on their face for a while.

In most cases, just hearing the customer out or a simple "that sucks, man" is all the customer needs to make their day a little bit better. Good service is just a matter of perceiving how the customer feels and then responding appropriately.

So if you have to change the job description a little, do it. After all, baristas don't just make coffee. They also care about their customers.