Starbucks vs Koi Cafe: the difficult customer test

If you ever wondered why nobody wants to be in the service industry, look no further than the Straits Times. Two cafes were in the news in the last two days for customer-related incidents that occurred at their outlets. But whichever way you want to pin the blame you have to admit one thing – it takes something special to do a service job well (and many service staff don’t have it).

Long hours, meagre pay and some physically challenging work are only there to whet the service worker’s appetite for the icing on the cake – difficult customers. And armed with the almighty Internet, where it is easy to tell a one-sided story and fool the feckless masses, difficult customers have found one more way to bully people on the front lines.

Case 1: Koi Cafe (read the case file here)

If you read the description of the event, the customer actually confessed to taking the trouble to go all the way back to the Koi Cafe outlet AFTER she had gotten her drink elsewhere so that she could engage in verbal fisticuffs with the staff once more. Probably for sport. Probably to get material for a good Facebook/STOMP post. Probably so that I have something to write on my blog (thanks!).

It is, of course, no excuse for the staff member to call her names (fail), but this is the typical “difficult customer” – the person who makes your pay package completely worthwhile (to your boss, so that he/she doesn’t have to deal with these people). For the employee, however, this is simply another opportunity to get fired from a thankless, dead-end job, which “Rachel” successfully accomplished.

She’ll probably get another crappy job next week elsewhere unless she goes to…

Case 2: Starbucks (read the case file here)

Annoying students who hog tables and buy one small drink to last for 5-6 hours are the bane of paying customers in land-scarce Singapore. They are also a bane to business owners, but how many are brave enough to admit it? I personally take offence at people who let their coffee go cold – it is simply not in good taste. The worst kinds of people leave their table for 30 minutes and get all offended that the manager helped them to keep their stuff safe.

This time, however, the fickle Internet decided to bite back, and “Huixin Yap”‘s Facebook profile has suddenly become… very private. Starbucks did not reprimand their staff and gave a nice, vague reply befitting a large, profitable corporation.

Service is good here. And all the entitled twats have gone somewhere else.

Service is good here. And all the entitled twats have gone somewhere else.

I, for my part, took a longer than usual walk after lunch, bought a latte at Starbucks Citylink Mall, left a tip in the tip box (which I normally never do – shame) and praised the staff for their… service excellence.

Conclusion: it is better to buy from and work at Starbucks than Koi Cafe.

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