It takes a lot of style and service to run a great coffee shop. So, what does it take to have a successful one?
The 5 Reasons That Keep Customers Going Back
CONVENIENCE – CONNECTIVITY – COMFORT – CUSTOMER SERVICE - CONVERSATION
Being the Director of Business Development here at Bean Life Coffee, one of my perks, is I get the pleasure of frequenting many coffee shops. I have always been interested in what it is for these coffee shops that keeps the same customers coming back. So, I thought I would share some of what I have picked up talking with some of these customers, the employees, shop owners, and of course my own personal experience.
At the top of the list is convenience. A shop that is close to where they live and friends, they can easily meet up and hang out together. For some, being close to where they work, this way they can stop on their way in, hang out at lunch for a change of scenery, or even conduct business meetings. I can remember many times for myself meeting candidates at a coffee shop to conduct employment interviews, it was a bit less stuffy atmosphere. Also, what falls under convenience is customers want full transparency in wait times, and not having to wait in long lines, so coffee shops should invest in some sort of technology, that can support an efficient ordering system. Without having to mention, we live in a digital world, so connectivity is a must!
Now, as for less stuffy, comfort ranks right up there at the top. I have found, especially in this digital world (a world of Millennials, Generation “Y” & “Z”) people hunger for an experience. An establishment’s presentation and ambiance starting with branding, interior design, drink & food offerings need to tell a story. All these together need to be a winning combination. Have you ever gone somewhere, and the place was so inviting, yet the food was terrible and vice versa? You will usually find me frequent an establishment more often and hang for a longer time when I feel it is inviting atmosphere the menu selection/presentation is of fresh top quality. It becomes a home away from home to enjoy a beverage with friends, family, colleagues, and yet at the same time, I feel just as comfortable by myself, with of course my digital device in hand.
Even with all the convenience and comfort in the world, without providing quality customer service an establishment will have a hard time keeping customers. I talk with Baristas all the time, and these pros really have a deep appreciation for the journey of bean to cup. To me a Barista is part of the ambiance, they one that enjoys telling the story. Fostering this sense of ownership and knowledge in every employee makes a winning team.
Let us talk conversation, and what I mean is the Social Media kind. Social media is the way of the world today, therefore these establishments need to be practicing social conversation. If coffee shops do not have a social presence, they are missing out on opportunities to connect with their customers and may lose out on the opportunity to gain new ones. There are so many like choices, and we as customers do our research beforehand to see where we want to go, by what someone has to offer. Therefore, if an establishment is not participating socially, we may not find them at all.
What do you think about coffee shop culture? Let us here from you as to what is important to you when it comes to visiting your favorite coffee place. And, if you are a coffee shop owner, please let us know your thoughts and what you are doing to attract patrons to your establishment.