Last Saturday we visited this place, the standards were not up to the pair so I wrote an email to the owners, enclosed below. Since then I learned that the staff is arrogant because the owners are arrogant too. Everything starts from the top. The purpose of the email was to let those two ladies that I wasn't happy and how the staff treats their customers at weekends. I just wanted the owners to acknowledge my email and let me know the outcome of their enquiry. I guess those two ladies deep down dont care about their customers and moreover they do not care for feedback or to improve. Here is my email below:
I like coming to your coffee shop because you serve the latte exactly how I like with a glass of water on the side. This reminds me of my European roots.
The point that I notice before is your standards vary very much on weekends when my husband and I come there. This Saturday tipped me over, as usual I was with my husband we ordered the late and the cappuccino. Both came without the water?. I sipped my latte and it didn't taste the usual quality that I am so used to from you guys. When I went to complaint to the barista he started to lecture me about the latte and how it supposed to taste!? He then said sorry and that was it. I pointed out that the standards of the latte were not what I am used to but he sticked to his story what the latte is and how it should taste. On top of that he informed me that he was the barista and wouldn't do anything about it. Shocking!
What kind of customer service skills are those? Doesn't he realise that people like me pay his wages and he is there to serve his customers and if one of us is not happy to try to correct the mistake. It was like talking to the brick wall. He just didn't want to take any responsibility for his mistake. He spoiled my treat for today.
Oh and another thing couple ladies came after us and their coffees were served with the glasses of water. This left me with the following questions:
-My money is not good enough for your guys.
-The lady behind the bar didn't like my face or the face of my husband.
- In this day and age who discriminates customers like that?!
I look forward to hearing from you.
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