…professionals need to be extra careful not to patronize or alienate people. our job is not so much to ‘re-educate’ people as to understand what people want and make them feel understood without unnecessary confusion. if i want to describe the espresso i serve as 30-40 grams when i’m the one talking about it, this doesn’t mean i need to correct a customer for using the language they are familiar with. i would be apprehensive to even ask for clarification except in special circumstances. it seems that less frequent customers sometimes feel uncomfortable trying to order in a new shop, and are ready at the drop of a hat to find a reason why that is the fault of the shop. i’d say it is a good thing to make an ordering experience as comfortable as you can in any shop.
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