Serving People Serving Coffee Since 2005
Issue link: http://baristamagazine.epubxp.com/i/804825
nate number of coffee professionals don't quite seem to understand it. Whether you're on bar or working the counter, you are being watched, and the reason is because you are exhibiting a skill most guests don't have. Think of it this way: You know how the exciting part of a TV cooking show is always when a chef lights a pan on fi re, and a fi reball screams out? It's the exciting part because it's something most people would never try at home. It's fun to watch a professional make something and perfectly execute their skill set. Now, people will defend the barista who told a customer, "I can't take that from you, but if you'll please put it in the bus tub over there, I'd appre- ciate it"—because that's polite, right? Or because customers shouldn't interrupt baristas from their bar work over and over just for dish clearing, or because if a barista clears dishes, she'll have to wash her hands over and over, which causes her skin to dry out and crack. I get it—having dry, cracked hands for the long months of winter in Minnesota can sometimes be awful, and having to stop a task that you're in the middle of can cause you to lose focus and have to start all over again. I am of the opinion that these things don't matter though, as the very reason we are there is to serve the guest. We are there to be disrupted for the sake of our guests, to have an intense moisturization regimen to combat that constant hand washing. We all need to stop think- ing that we are the most important person when we're at work and make the sacrifi ce to serve our guests, each and every one of them. I know some of what's been discussed might seem demanding, but I also know that a service professional worth his title should be entirely capa- ble of elevating himself to the level of service that matches the extraordinary (and expensive) coffees we serve. I want us to hold each other accountable to make sure that people will no longer view the experience of specialty coffee as just a drug they need to get through the day, or that the people crafting these beautiful coffees are temp workers, nomads, or fl akes who just want a paycheck. We must take ourselves seriously. We must go the extra mile, whether it means polishing glass and ceramic ware, or not serving coffees with a side of fi ngerprints, or resetting our stations at the end of one rush, not the beginning of the next one. Professionals in fi ne dining establishments don't roll their eyes if a customer asks for salt, so why should a barista do it when a guest orders a grande caramel macchiato, no matter how exqui- site your single-origin espresso offerings are. Let's start being better at serving our guests, being available for every request no matter how big or small, and respecting the people who come into our cafés, no matter their level of knowledge. A friendly smile and warm "good morning" go a hell of a long way at 6 a.m., and great service makes a person's fi rst cup of coffee taste just that much better. ThE DEeTS: Polish all fl atware Polish all glass and dishware Keep towels neatly folded Wipe counters of coffee grounds Keep the bottom of cups dry PUT YOUR PHONE AWAY Greet every guest No holes in clothing Clean aprons Check for chipped/stained glass and dishware Play music that's appropriate for the guests/time of day Keep your station organized Always be ready to serve 115 www.baristamagazine.com