23 Oct '12, 3pm

Bernson Is Burning: The Schomer Approach To Customer Service @alexbernson @sweetleafLIC @JoecoffeeNYC #schomer

Bernson Is Burning: The Schomer Approach To Customer Service @alexbernson @sweetleafLIC @JoecoffeeNYC #schomer

I find it crucial to pause after saying “hi”, since that gives space for the customer who wants to engage in pleasantries to start them off by saying “how are you?” By using this approach for new customers, I’m able to give (what I hope to be) welcoming and approachable service that avoids feeling overly burdensome. That pause also gives you a learning tool where you can observe how much interaction that customer wants. As a rando off the street grows into a regular, you’ll organically develop a more nuanced sense of when they want to be greeted with a “Hi, how are you?” born out of a genuine relationship you have with them. Sometimes your daily customers aren’t interested in talking, and just want to be greeted with “the usual?” This is a sacred interaction, something that only status as a cafe regular can bestow on the customer – in those moments you are giving them join...

Full article: http://sprudge.com/bernson-is-burning-the-schomer-approac...

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