My Pet Hate

irukandji · September 2005

Hi, my pet hate is customers wanting baristas to put sugar in their coffee for them. Maybe it is something only Brisbane people do?

Trussell · September 2005

Nah, we do it, and we're in Melb. it hardly takes any time - and it does improve percieved service. we have a gloria jeans in the centre a few shops down, and we get heaps of business from them, because the service is so poor.

ausrs · September 2005

its just another service ,we do it in the non peak periods

Reschsmooth · September 2005

For milk drinks, would it not be better for the coffee to stir the sugar into the espresso rather than the final product (from experience, the drema shouldn't be disturbed too much), suggesting that sugar at the barista level is better?

mattyj · September 2005

back in the day when I used to have 2 sugars, the barista's at bacino bar in Dee Why (i used to live down the road from them) would add the sugars to the take away cup, pull the shot into the cup, give it a swirl, then add the milk. When I sat down to drink my coffee there, it was an 'add sugar yourself' thing. Adding sugar to t/a cups was a good little courtesy for the customer, and it also meant there was no stuffing around trying to get the lid off, rip open little packs, and stirring with paddle pops ... I can just imagine how many spillages there'd be. On a side note, the cool thing was, that over time, they suggested that I try just one sugar - and it was good! Then, sometime later, they suggested no sugar. I found it a bit bitter (not burnt bitter, just inexperienced-palate bitter) but after a few attempts, the taste really grew on me. Now, if I ever feel the need to add sugar to coffee (when the coffee's really bad), all I can taste is sugar. But as for barista's adding sugar - in t/a cups it's probably more helpful for your customers, and better for your service area, to not have customers hanging aournd, trying to get lids off, spilling coffee etc etc. In sit-down coffee's, It's probably better to let the customer add their own.

irukandji · September 2005

good points. we have lids for the customer to put on themselves. but i understand the sugar thing with take-away cups. T/A cups with paddlepop sticks to stir with would also be a pet hate... :P

Honest_Gaza · September 2005

I would not expect the barista to add sugar in my "sit-down" coffee....but asking me if I want it added to my take-away coffee is a nice touch.

Greg41 · October 2005

In my short experience operating a coffee cart i find it more economical (timewise)to let the customer put thier own sugar in.I also think it is a ritual thing that the customer would prefer to sugar thier own drink.

Trussell · October 2005

having staff adding sugar is surely more economical... a communal sugar container is not very hygenic, so if customers are adding their own sugar, they each need a spoon or stirrer, and at least one more expensive pre packaged sugar sachet. If a staff member is adding sugar, you can purchase bulk sugar from a supplier of your choice, and use a metal spoon which can be washed between coffees under the hot water outlet of your machine. also, the time it takes a customer to open a packet or two, put it in, and try to get the lid on, is massive compared to the time an experienced staff member will take, leaving the end of your bench free for pick up and walk off during busy periods.

Greg41 · October 2005

Certainly buying bulk suger is more ecomical. But for me i would still rather have the customer do it. If i have 4 coffee's in front of me i have to ask each customer in turn how many sugers they each require and remember which one is which when i hand it to them and my memory is like a sieve. I just find it easier to hand those coffee's over and let them go for it. Sure in a quiet period no problem, but when they are lined up 10 wide and 10 deep every little bit of time counts.That's my opinion anyway.

mattyj · October 2005

at bacino bar (and I'm sure other places), they just took the sugar order with the coffee order, and wrote that down for the barista. ie: D cap (double cappuccino), 2s (for two sugars), then they would highlight the order (with a highlighter or texta) to signify that it's a takeaway. Can't be too hard.

Trussell · October 2005

yeah, we have a button for sugar in the till (we don't do table service) and so we just hit a number then press sugar and it prints out... also means we can easily hit price change and make sugar $2 a teaspoon ;D

Unknown · October 2005

I thought one of the major skills a barista is to learn (if they are having trouble) how to do about 234 things at once. Smashing in a teaspoon or two of sugar is surely not a big issue for a skilled barista? As for the "if i have 4 coffee's in front of me i have to ask each customer in turn how many sugers they each require and remember which one is which when i hand it to them", I think the idea of writing them down and keeping them in order is always the best option. If you try and remember, you are asking for trouble... what happens if you hand the customer 4 coffees in a cup tray and tell them which one is which.. then they come back to you 5 minutes later (after having made 30 other coffees) and ask you which one was which again.. FORGET ABOUT IT!!!

irukandji · October 2005

i think putting sugar in the coffee before pouring the milk ruins the crema and makes it near impossible to pour a nice pattern. i only free pour and we are encouraged to pour patterns every coffee. our customers love to see what pattern they get on their take away coffee just before they ruin it by putting in sugar and then putting on a lid. however, i believe to be a master barista, one should always make the coffee as presentable as possible every time even for take aways. that's why we don;t do sugar and lids for people. that's why it is my pet hate

Unknown · October 2005

The customer is ALWAYS right and to tell you the truth, a pattern on the top of my latte makes no difference to the taste of the coffee and the enjoyment I get out of it. Therefore patterns/presentation has no bearing on whether or not I buy coffee from you while I "rush" to work in the morning... this is of course constructive criticism.. I commend the effort that you must put into your coffee

mattyj · October 2005

You can put sugar in the cup, then pull the shot over the suger. Give it a little swirl when the shot has finished, and the crema will retain itself, enough to pour art. Then all the customer may need to do is give it another stir, if the sugar hasn't mixed well, but then, if they don't know any better, they'll taste the sweetness of your excellent extraction, and the sweetness of your perfectly textured milk, and they'll think they're already drinking coffee with sugar. I've added sugar prior to pulling the shot many times, and still been able to pour some nice rosettas.

Greg41 · October 2005

Anyway guys i think the whole sugar bit is a storm in a coffee cup.Yes i do believe in good service. i guess it depends on the establishment your running. I have taken on board everyones opinions and experiences and appreciate it.Thats what these forums are all about.Do'nt get me wrong if someone asks to sugar thier drink i'll happily do it for them.Whatever works. The customer is'nt always right,but they are first.

bonnie · October 2005

yeah... sugar is just another service. Rather than complaining about it, maybe try to use your sales skills to convince your customers that your offee will taste great without sugar! tell them you have put some lovin in instead... oh and Greg, try lining up cups in order of how many sugars from left to right (just like reading a book!),eg cup 1 has 0 sugar, cup 2 has 1 sugar, cup 3 has 2 etc...

Greg41 · October 2005

Thats a good tip bonnie. Thanks.

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