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My regular at the coffee shop said we should never apologize for being busy
He's a retired teacher and told me, 'You're not a bad person for having a line, you're a good worker for handling it.' I've always felt guilty when people have to wait, but maybe that's wrong. Do you think apologizing for normal business actually makes customers more upset?
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wren_thomas166d ago
Your regular is onto something. Apologizing for a long line can make customers think something's wrong, when really it's just proof the place is popular. It's like when a server says sorry the kitchen is backed up, you start wondering if your food will be bad. If you just thank people for waiting instead, it frames it as a team effort. They feel like part of a busy, successful spot, not like they're being inconvenienced.
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jennifer3586d ago
Wow, that regular is so right. I used to always say sorry for the wait too, and it just put everyone in a worse mood. Thanking people for their patience instead totally changes the vibe.
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