How to Deal with an Angry Barista?
Our family was on a workation and staying in a lovely apartment in the middle of a forest near the Baltic sea. Wife was working, I was on vacation, the children were having autumn holiday from school and enjoying late nights and then sleeping until the afternoon. Time before they got up was totally mine. And today I decided to do some writing in a coffee house in the town.
The path to the town crosses the forest. Sun was shining through the trees. Humid sea weather was full of pine particles and made every breath a pleasure. Plenty of dog walkers and lots of runners around. Everyone smiled and greeted each other. Three elderly exercising men invited me to join them for a pull-up challenge. I had an energizing 4 kilometer walk for a tasty cup of coffee. But I got there too early.
Doors were not locked so I entered the cafe 10 minutes before it should open. Immediately, like the sound of an alarm system there was an angry shout to get out. Not a big deal for me to wait ten minutes outside in perfect weather. Plunged into Kindle until people started to come out with take-away drinks, accumulated all my courage and entered for the second time. No shouts this time.
Could not miss out how grumpy the barista was while waiting in the line. She got mad at a woman just in front of me because the lady tried to pay in cash. We all heard that intelligent people would never try to use banknotes in the morning because cafes do not have coins for change. The lady politely apologized and paid with a card. I was lucky and didn’t invoke rage.
Usually, I would write a review about a horrible customer experience, but I felt something was odd this time. What if the girl needed help, but instead she was forced to work from the early morning? The cafe was the only one open in this part of town and the queue of coffee seekers was growing. Decided to sit at the table in the corner and watch how things will evolve.
My mind started wandering about the reason for such behavior of an employee of a quite respectable cafe chain. Is she even aware that she is unpleasant? Maybe she got up just a few minutes before work after a long night. She might have relationship troubles. Lots of things could have happened, but the barista was here, raging and almost breaking things. And she got a whole day ahead.
She was definitely unprofessional. Probably even worth firing immediately. And that would be an easy solution for the manager. Common and simple solution for me would be to leave a bad review and never come back to this place. But not today.
Inspired by all the happy people I met and greeted while rushing for coffee I chose to at least try to help. The risk of being asked to fuck off was high. I went to the end of line and when my turn came ordered the same. Left a tip and praised the previous cup as the best coffee I have had. Asked her how she learned to brew it so well. I noted that the place is very busy. She agreed and complained that her partner didn’t come to work without notice. “But you are doing great here alone” — I white-lied.
So much information from quick conversation while my cup was being prepared. The situation was clear. That didn’t rehabilitate her as a professional, but at least there was a solid reason for the conduct.
Don’t want to take credit for it, but quite soon a smile appeared on the barista’s face. After scribbling some more words in my diary I left and we wished nice days to each other.
On my way home I was thinking about the professionalism at work. Yeah, we must be professional. Yes, we need to leave emotions at home. Sure, as customers we should be treated kindly. However, bad days happen to everyone and strong emotions can shoot up even at work. Not to mention cases when difficulties arise in personal life.
Doesn’t matter if it is work, cafe or family — the only way to communicate with people is with kindness, compassion and empathy. Why would you do otherwise?
