Murky Etiquette and Murky Coffee

The Arrogance

Kimberly, thank you for publicizing this story. It was only a matter of time before daylight exposed the self-righteous goofiness that is Murky Coffee.

From the time they opened for business in Clarendon, the (let's call them) workers at Murky Coffee have behaved like you the customer were inconveniencing them, pulling them away from the important tasks of looking kewl and listening to bad music in order to serve you watery-tasting overpriced drinks, which would be presented to you begrudgingly.

I laughed out loud to read the owner's animated and idiotic defense of his (let's call them) service offerings. Their regular drip coffee tasted dreadful but complaining about it was of course a quiet volunteer ostracism tantamount to complaining about the screen flaw in your MacBook or the worrisome noises in your Volkswagen.

Some may recall this coffeehouse's previous ownership and management, called Common Grounds. Some may still find themselves embittered by the previous proprietors' politely discreet but openly admitted religious faith. Everything about Common Grounds was quantifiably better than it is now at Murky Coffee. Oh yes it was, in every way possible, including the offered drinks and eats, the prices, the decor, the restrooms, even the quality of the customers themselves. All gone.

Murky Coffee is a racket. Their primary attraction is a covetous rustic Clarendon location. Their secondary attraction is free WiFi Internet service. Between these two factors, they need exert hardly any effort in order to draw customers. They're a category of monopoly, and behave accordingly. Were the same people operating the same business a little farther from the central business district, they would find themselves in the awkward position of having to willingly supply demand. One hot damp Washington summer afternoon, a friend and I stopped in to find that they don't bother selling any soft drinks. Clever.

While I have worked retail and know firsthand that the customer is seldom categorically right in her or his demands, I had little idea how bad Murky Coffee had become until this isolated but revealing exchange. My friends and I steer clear. They're a load of pampered chimpanzees and we would support that location if they were bought out by Starbucks, Caribou, or Cosi.

Lawrence of VA @ Jul 16, 2008 09:43:26 AM

Isn't Bond the same way with martinis?

I'm of the frame of mind that if you're paying for something, it should be to your satisfaction even if it's a culinary disaster....case in point:

President Josiah "Jed" Bartlet: Can I tell you what's messed up about James Bond?

Charlie Young: Nothing

President Josiah "Jed" Bartlet: Shaken, not stirred, will get you cold water with a dash of gin and dry vermouth. The reason you stir it with a special spoon is so not to chip the ice. James is ordering a weak martini and being snooty about it.

I guess if this guy wants espresso but it's like 100 degrees outside, he's perfectly within his right to have it iced even if it does decrease the quality of the product

Veronica of NY @ Jul 15, 2008 18:34:36 PM

Is the customer always right????

It's Cho's place and he can run it the way he wants too. Maybe the barista could have explained it better and maybe Nick handled it wrong by going public......but the customer was the instigator. He had crossed the line with his dollar bill thing. He showed poor character first. So I say,"go Nick go!". Nick only responded the way the guy chose to start this argument.

The Espresso Lounge of WI @ Jul 15, 2008 18:18:05 PM

Both behaved like complete tools...but the Murky blogger really should have taken the high road on this. He makes his shop and other passionate coffee people look like jerks.

With customer service the way it is these days, it isn't a stretch to imagine a customer losing it a bit...but regardless, the Murky guys had an opportunity to make things right, look like winners and heroes, but instead just took the slime to another level. And as fanatical as I am about coffee...I would never patronize that shop...because if they'll go off on someone in this instance, who knows what they'll go off on next.

My advice...apologize and move on.

No one would excuse this behavior if it had been any other business.

Alan Graham of OR @ Jul 15, 2008 17:54:48 PM

Not sure who to side with

I live in Arlington and frequent Murky Coffee. They have really excellent coffee - Starbucks it ain't! Nick and the Murky staff are extremely passionate about what they do, and they continually strive for perfection. Nick and a few of the other Murky baristas have actually won competitions for what they do, which is definitely not "just coffee".

However, I'm really not sure who to side with here. I don't know if the policy was adequately explained to the customer, but I also don't think the childish responses from both the customer and Nick were warranted.

I don't necessarily believe in "the customer is always right"; but I think the staff at Murky should take the time to educate their customers in a non-snarky way to avoid these situations in the future. They have the knowledge and the passion, they just need to get rid of the attitude.

Kari of VA @ Jul 15, 2008 17:25:23 PM