➣ Why did I quit? The reason:
➵ I realised that my feedback didn’t matter to them at all, as they didn’t implement the simplest requirements to ensure a smooth and productive working process.
➵ But, more importantly, I was honestly feeling bad every time I made such a terrible quality coffee for my customers.
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➣ What's happened? The full story:
I remember working in a coffee shop about 7-8 years ago. It was a part-time supervisor job but I had to also make espresso based drinks too. ☕️
After working just a couple of days, I realised their espresso station was a mess and the coffee quality was really poor.
The only good thing they had was the croissant: the owner was French, so the croissants were damn delicious. 🥐
➵ But the coffee quality was terrible: they bought already grinded coffee and used a spoon to fill up the portafilters to make espresso based drinks, such as latte, cappuccino, cortado, and others.
Who knows how many months ago the coffee had been grinded before it arrived at the coffee shop: it lacked flavour and had a terrible taste.
I assumed the owner had a tight hand: she didn’t want to spend more to buy a quality espresso bean and then grind it freshly in the house.
Moreover, none of the baristas or supervisors used to calibrate the espresso machine in the mornings to get a normal tasting espresso: they didn’t care if it was bitter or sour.
Most people didn’t realise the difference, because they didn't feel the actual taste much when they mainly ordered medium and large sized lattes that had lots of milk in them.
But I’m sure they had lots of customers because of such poor quality espresso. I wasn’t getting any customers asking for an espresso, cortado or americano.
Why?
Because espresso and americano don’t have milk, and the cortado comes with a very small amount of milk, so you can feel the taste of espresso right away if it’s bad.
Additionally, there weren’t sufficient tools to make the process easier so we could serve the customers faster during peak hours.
So, I told the regional manager about all of those issues: they had a chain of few coffee shops.
He listened to me and replied that he would discuss it with the owner and take care of them.
➵ One month had passed - nothing had changed. Two months have passed - nothing has changed.
❌ After the 3rd month I quit the job.
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✍️ What’s the lesson from this story?
The leaders have to make sure that their employees’ feedback is heard and actions are taken to improve the quality of the service and the products.
Especially if the feedback serves the company first of all: increase the productivity of the staff, and improve the quality of the products.
✅ The result? Increase the sales and grow the company’s revenue.
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➴ If you enjoy content like this and it resonates, repost ♻️ this to help someone grow and click my name Tigran Tarbiyan + follow + 🔔 for daily updates.
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P.S.
👉 If you want to delve into this topic further and master your leadership skills, watch or listen to the "Leadership" episodes on the Tarbiyan Show podcast🎙
Link: in the bio and comments.
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#ImplementFeedback #EffectiveLeadership
