A Day In The Life Of; Cafe Manager

As a cafe manager, every day brings a diverse traffic of customers through our doors. Each customer type has its own unique needs and preferences, and as someone who's passionate about creating memorable experiences, it's my job to ensure that everyone feels welcome. In this series, I'll take you on a journey through the five types of customers I meet every day in our cafe. Let's start with the:

LOYAL CUSTOMERS:

Our cafe's foundation is made up of its faithful customers. They have supported us through good times and bad, enjoying their favourite snacks and beverages and telling everyone about our little piece of the globe. These are the people whose expressions brighten upon seeing other regulars and familiar faces in the cafe and behind our bar counter. Their consistent excitement and support serve as a constant reminder that our café is a community as much as a business.

While working as a Barista in South Africa, there was this elderly gentleman who came to our cafe every morning a regular, as I recall. His favourites were a croissant and a basic black coffee. He would read the morning newspaper at the same corner table according to a schedule that was as dependable as clockwork. We started talking about anything from local news to his experiences as a young guy throughout time. He became a character in the tale of our cafe, and we were a part of his everyday existence        

IMPULSE CUSTOMERS

These are the customers who come into our café on the spur of the moment. They had no intention of arriving, but something about our kind demeanour or the mouthwatering smell emanating from the entrance drew them in. These customers are not yet regulars, but they offer the possibility of new, long-term relationships. We're eager to leave a lasting impact on them, just like our café has on our regulars.

Hendry's tale is one notable example that captures the idea of an impulsive buyer. Our café was buzzing with the sound of voices and the clinking of coffee cups on a busy weekday afternoon. Hendry, a young man in his early 30's, entered cautiously. He didn't appear to know what he wanted and stood out among our regulars, who were glued to their computers and Newspapers.

Shakes, one of our head baristas, sensed his anxiety and approached him with a friendly smile.He inquired if he had any recommendations or queries regarding our menu. Hendry revealed that he had never been to our café before, but he was drawn in by the pleasant appearance and the beautiful aroma of freshly brewed coffee. 

Shakes suggested our unique Spanish latte, highlighting the flavour profile and the skilfully steamed milk that set it apart. Surprisingly Hendry made the decision to give it a go. He began to relax as he sipped his coffee and glanced about, and we all noticed a sensation of peace flowing over him.

Hendry returned to our café on a regular basis throughout the next few weeks. He went from being a nervous newcomer to becoming a familiar face, and started having conversations with other customers and promoting his enthusiasm for our café on social media. What began as an impulsive visit had developed into a habit, and Hendry was soon a member of our expanding group.
        

Hendry's experience demonstrates the importance of establishing a warm and attractive environment for impulse buyers. It serves as a reminder that even people who arrive unprepared might find a second home in our café.

DISCOUNT CUSTOMERS

Discount customers are like the secret weapon of a company, helping to clear out stock and boost cash flow. They're the bargain hunters who never settle for full price and always have their eyes and ears peeled for the sweetest deals in town.

These customers are pretty immune to upselling and aren't usually the most loyal bunch. They're always on the move, seeking out the next big markdown and ready to jump ship.

One day, a friendly face we knew as Lisa strolled into our cozy Cafe  in Dubai. She was a regular and a fan of our stuffed turkey cheese and tomato sandwich, which she had come to expect as part of our discounted menu. However, on this particular day, the stars didn't align, and the sandwich wasn't part of the deal. Poor Lisa was crestfallen and shared her disappointment with our barista,  Shakes, who explained that the promotion had ended. Sadly, Lisa walked out without making a purchase but not before expressing her hope that the sandwich would be back on discount soon.        

This encounter made us realize the care needed when providing discounts and promotions. Our customers grow to rely on them, and it's essential to communicate any changes clearly. While discounts can be great for business, we need to manage expectations, so our patrons aren't left feeling like they've missed out on their favorite pick-me-up.

WANDERING CUSTOMERS

Ah, the wandering shopper, a mysterious creature indeed. They float through stores with no specific goal in mind, lured in by the song thought of a good location. They're all about the shopping experience, soaking up the social vibes and enjoying the thrill of the hunt. While these wandering souls draw in the most traffic, they don't necessarily bring home the bacon in terms of sales revenue. So, it's important to not get too caught up in catering solely to them. However, a little love can go a long way! Sharing some insider knowledge about products can tickle their fancy and lead to a happy purchase.

One fine day, a curious shopper named Alex wandered into our boutique, a retail explorer extraordinaire known for uncovering treasures hidden in stores across the city. Our store's vibrant window display caught their eye, and they began to stroll through the aisles, basking in the retail experience.

As Alex browsed, a unique handcrafted leather wallet caught their eye. The wallet was a masterpiece, crafted with the utmost attention to detail and quality. It was a true standout piece, but it came with a hefty price tag. Alex pondered the decision, examining the wallet closely.

That's when our sales superstar, Sarah, stepped in. She struck up a friendly chat, sharing the exclusive insights behind the wallet's craftsmanship and unique materials. She also let Alex in on the secret that it was part of a limited collection, making it an even rarer find.

The combination of the wallet's exceptional quality and Sarah's insider knowledge was too much for Alex to resist. They decided to take the plunge and make the purchase, turning from a wandering shopper to a thrilled customer. And so, another hidden gem was discovered, and a once-curious shopper became a delighted friend of our boutique.

One fine day, a curious shopper named Alex wandered into our boutique, a retail explorer extraordinaire known for uncovering treasures hidden in stores across the city. Our store's vibrant window display caught their eye, and they began to stroll through the aisles, basking in the retail experience.

As Alex browsed, a unique handcrafted leather wallet caught their eye. The wallet was a masterpiece, crafted with the utmost attention to detail and quality. It was a true standout piece, but it came with a hefty price tag. Alex pondered the decision, examining the wallet closely.

That's when our sales superstar, Sarah, stepped in. She struck up a friendly chat, sharing the exclusive insights behind the wallet's craftsmanship and unique materials. She also let Alex in on the secret that it was part of a limited collection, making it an even rarer find.

The combination of the wallet's exceptional quality and Sarah's insider knowledge was too much for Alex to resist. They decided to take the plunge and make the purchase, turning from a wandering shopper to a thrilled customer. And so, another hidden gem was discovered, and a once-curious shopper became a delighted friend of our boutique.

One fine day, a curious shopper named Tom Tom wandered into our cafe, a retail explorer popularly known for uncovering hidden treasures stores across the city. Our store's vibrant window display caught his eye, and they began to stroll through the display chillers, browsing in the retail experience. As Mr Tom Tom browsed, a unique handcrafted Drink caught his eye, It was a Strawberry Mojito that our Barista had prepared for a regular Guest. It was a masterpiece, crafted with the utmost attention to detail and quality. It was a true standout beverage, but it came with a hefty price tag. Mr Tom Tom stared at the drink and thought deeply about his next decision, examining the drink with a glare from across the room. That's when our sales superstar, Head Barista, stepped in. He struck up a friendly chat, sharing the exclusive insights behind the Beverages craftsmanship and unique ingredients. He also let Mr Tom Tom in on the secret that it was part of a limited promotion for Summer, making it an even rarer experience. The combination of the beverage exceptional quality and our Head Barista insider knowledge was too much for Tom Tom to resist. He decided to take the plunge and make the purchase, for a take away turning from a wandering shopper to a thrilled customer. And so, another hidden gem was discovered, and a once-curious shopper became a delighted friend of our cafe.        

This experience served as a reminder that while wandering shoppers may not always be on a mission to buy, they can be captured by the right product and a personal touch. Building a connection and sharing the story behind a product can turn an aimless visit into a memorable shopping experience.

BUSY PROFESSIONALS

Some customers know exactly what they want and they want it ASAP! These "Busy" folks zoom in, grab what they need, and zip out. Tricky to try and upsell extra goodies, they're like uncomfortable butterflies. But, don't let them flutter away to other stores! What they do love is a positive personal experience. By charming them with friendly chat and a smile, you might just convert them from one-time helpers to loyal fans.

Picture this: Hendry, the king of speedy buying, always on a call, dashed into our cafe one cloudy morning and went straight to the bar counter holding his phone to there ear and speaking in a hard tone voice, signalled to our Head Barista, one regular Latte less Milk more coffee please and continued on his phone. But, just as he was about to make his grand getaway, our Head Barista, appeared with a friendly welcome. Although Hendry was usually a man of few words and in a hurry, our Head Baristas charming personality broke through the rush.His chat revealed that Hendry was tackling a big workload and needed the quick fix coffee for a morning jumpstart for the day ahead. With the power of positivity, our Head Barista wished him success and efficiency. Hendry, who was initially just a transactional customer, left the store with a newfound appreciation for our team's personal touches. Thanks to our Team, Hendry went from being a rush shopper to a loyal fan of our fabulous cafe.        

The encounter with Hendry highlighted that even the busiest of business man can appreciate a touch of personal engagement and warmth. While they may not have time for lengthy interactions, a brief but friendly chat can make all the difference and leave a lasting impression.

CONCLUSION

In this journey, serving these five distinct customer types has both been a challenge and a privilege. From the early birds who bring a sense of calm to the always-in-a-hurry customers who keep us on our toes and the photography enthusiasts who help us curate beauty, each day brings a new story and a new connection. Stay tuned for the next installment in this series of customer types, where we'll explore the world of the Wifi Obsessor, The Freelancer/ Influencer, The Coffee Nerd, The Chit Chatter and the First Daters, 5 more favourites of our cafe life that enrich our daily experiences.

You Love them. You Love to hate them. You Can't Live without them. They are your coffee shop customers.