Murky Etiquette and Murky Coffee

to Murkeys:: Don't be a Jackass.. If it's not on the menue and your Co. doesn't want to provide the service, politely inform the customer, offer a perfunctory apology and the house blend at half off and you have the high road.

to the Patron :: Don't be a Jackass.. If it's not on the menue and you don't want the consolation prize/apology,, u can't always get what u want.. get real.. get outta my way,I wanna CuppaKoffee.

Carl of MI @ Sep 09, 2008 18:28:51 PM

Well,I've now read both sides of the story. I think the instigator is lucky that the shop owner didn't call the cops on him. Not only did the instigator act like a jerk (which he admits), he not so subtley threatened to burn the coffee shop down. If I were the owner of the shop, I'd have done more than write a retort. It's not clear why someone who misbehaved so badly at the coffeeshop would gloat about his behaviour TO THE WORLD. I think you'd have to examine his motive for doing so. Sorry, Jeff, this makes me want to try out the coffee at murky, not avoid it! Especially because I know I won't have to run into you while ordering my coffee.

mary of VA @ Jul 21, 2008 19:02:16 PM

Well,I've now read both sides of the story. I think the instigator is lucky that the shop owner didn't call the cops on him. Not only did the instigator act like a jerk (which he admits), he not so subtley threatened to burn the coffee shop down. If I were the owner of the shop, I'd have done more than write a retort. It's not clear why someone who misbehaved so badly at the coffeeshop would gloat about his behaviour TO THE WORLD. I think you'd have to examine his motive for doing so. Sorry, Jeff, this makes me want to try out the coffee at murky, not avoid it! Especially because I know I won't have to run into you while ordering my coffee.

of @ Jul 21, 2008 18:59:06 PM

Murky Coffee website said another one of their locations closed permanently.

Note the mention of $5 hot chocolate "in season". I'll stick to my homebrew .....coffee.

Greg Lang of MN @ Jul 21, 2008 08:02:40 AM

Milkshake Moment

Unfortunately, this is typical 'customer service" now...read the above listed book; its about breaking away from 'stupid systems"..I want iced coffee, I am paying for iced coffee, so give it to me. This owner, and his coffee server, both come off as arrogant and totally uncustomer friendly. Something is wrong when the clerk behind the counter tells me how I will have my coffee served!

of @ Jul 17, 2008 08:49:53 AM

Be nice to your barista.

Taking pride in your work and what you do gets you a dollar tip with expletives on it. Very classy. This guy was a jerk. He should have taken his money and his attitude someplace else. As a barista, I've had numerous experiences with people who request "drinks" that are so modified that they aren't even the drink that they requested in the first place. If you want crap coffee go to a crap place like Starbucks and you'll get just what you want. Bravo, Murky and the barista for sticking up for your convictions!

eddiberto of LA @ Jul 16, 2008 16:09:25 PM

Reality Check!!!

The customer is NOT always right. Some irate customer must have come up with that lame saying and somehow it stuck around. We (the owner and employees of service jobs) know this saying is not true but our challenge is to make sure the customer feels he was right when he walks out the door.

Why is it so important to have him walk away happy. 1. He will come back and spend money. 2. His friends will come back and spend money. 3. The customers who see what is happening and will obviously side with the staff and owner and come back and spend money. 4. No negative publicity, therefore nobody will stop coming to the coffee house to stop spending money.

We chose to be in the service industry. So it is our job to serve. What good comes from upsetting a customer. Look at all the negative publicity Nick's coffee house is getting because he is arrogant enough to think his espresso is so superior that it cannot be mixed with anything other than his precious recipes.

As the owner of 2 coffee houses I would so love to empty out a fresh airpot full of hot coffee on a few my most difficult customers. Of course it is for some frivolous reason Nick is bothered with. But!!! I have to make my mortgage and rent. I have to feed my wife and children. I have 23 employees who count on me being able to pay them for their services at the end of the week.

The customer did not want anything out of the ordinary. I get dozens of customers asking for that same drink on a regular basis. With Southern California being over 100 degrees all summer, I don't know of any coffee house snooty enough not to pour that drink.

If the customer was a complete jerk I would personally pick him up and throw him out myself. But all he wanted was a simple drink. I, along with my staff, take pride in pulling the perfect shot of espresso every time. Yes there is a huge difference in doing it right and doing it wrong. But we are not in the business to let everyone know we are superior and all our customers can now bow down to our incredible elixer of the gods.

Nick. I believe you need to rethink the way you do business. Wouldn't you rather have a kick back and mellow out attitude with your staff rather than being uptight and confrontational?

Geof Gaines of CA @ Jul 16, 2008 15:57:28 PM

The link is now added.

Kimberly Palmer of @ Jul 16, 2008 11:32:59 AM