Have you ever wondered if the age-old adage “the customer’s always right” truly holds water?
We’ve all seen or heard about situations where customers were anything but right.
Despite this, those in customer service often have to grin and bear it.
But is this really the ideal way to run a business?
Does tolerating impoliteness inadvertently endorse it, allowing it to proliferate?
While opinions may vary, one coffee shop decided to put a novel idea to the test.
At Cups Coffee and Tea in Roanoke, Virginia, barista Austin Simms noticed a lack of courtesy among customers and decided to address it in a unique way.
His approach? Use kindness as a teaching tool.
Simms observed that many customers seemed to struggle with basic politeness, a trend not uncommon in the customer service industry.
Let’s face it, not everyone uses good manners.
It’s a sad truth that good manners aren’t something you can learn at a prestigious university, nor can a positive attitude be purchased at a department store.
Customers often extend their rudeness not just to employees but to business owners as well, showing disrespect indiscriminately and without cause.
To combat this, Cups Coffee and Tea decided to take a stand and send a clear message to their patrons.
They implemented a new pricing strategy, displayed prominently outside the shop.
The concept was simple yet effective: politeness equals savings.
For instance, a customer who merely asked for “one small coffee” would pay more than someone who added a “please” to their request.
It doesn’t take a math genius to know that practicing a little bit of kindness got you a way better deal.
According to the sign, one small coffee was $5.00.
But if the customer said, “One small coffee, please,” they only had to pay $3.00!
And better yet, if they took the effort to say, “Hello, I’d like one small coffee, please,” the cost dropped down to $1.75.
This approach not only encouraged politeness but also offered a tangible reward for those who practiced it.
Austin Simms, who created the sign, explained to WDBJ7,
“I decided, because I need to solve all the injustices of the world, to start charging more for people who didn’t take the time to say hello and connect and realize we’re all people behind the counter.”
This policy created a win-win situation.
The employees felt respected, customers learned the value of politeness, and those who were courteous enjoyed discounts.
In a world craving more positivity, respect, and kindness, this initiative by Cups Coffee and Tea was a step in the right direction.
The shop’s innovative pricing strategy quickly garnered attention.
It wasn’t just about getting a discount; it was about fostering a culture of respect and kindness.
Even if customers initially acted politely just to save money, the hope was that this behavior would become a habit, eventually leading them to appreciate the value of respect and courtesy in all interactions.
Cups Coffee and Tea’s approach to customer service and pricing is a lesson in the power of positive reinforcement.
By valuing and rewarding kindness, they’ve created an environment where respect is not just expected but is also beneficial for everyone involved.
Watch the video below to learn more about this coffee shop barista’s brilliant idea to encourage kindness!
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Source: YouTube – Top Ten Daily News, WDBJ7
