What is the proper etiquette when served poor espresso ?

[TheCod Father]

I was recently at one of the true coffee bars here in the city (not one using super automatics or selling flavoured Hot Chocolate for capps) and since they have freshly roasted coffee (roast own somewhere ) I figured I would enjoy a straight double shot of good coffee. I should have stopped this when the girl behind the counter admitted that she had never tried coffee and doesnt even like the way it smells.
Without asking she dips the PF into a tub of coffee and shook it sorta level and jammed it into the machine ( NO TAMPING ) and pushed a button her hand reaches for a cup and continues past to a 12oz styro cup into which she drained about 2-2.5 oz of black something . No crema was visible nor any kind of stain that crema may have even been there at one time . I left the shop in sheer disbelief as I went through the door she called out that I should enjoy that . When I sat in the car my wife just crinkled her nose and asked what was in the cup and that it sort of smelled like a cleaning fluid.
I actually ,and tentatively , tasted it and quickly spat it out NASTY!. I poured the fluid out onto a rocky area so as not to contaminate the water table and dropped the cup into our car trash .

When the wife asked i I wanted to go back and talk to the PBTC I just looked at her and asked " and say what exactly"

I can't be the first coffee lover to be served poor excuses for espresso ?

What is the proper way to go back and deal with this or is not going back dealing with it well enough?

Sorry for the Rant I didnt think it was still bothering me so much !

The Cod Father

[another_jim]

There's two sorts of cafes, those who are clueless and will never serve a good shot; and those who do it right, but like everyone else, occasionally blow a shot.

With the clueless ones, it's a waste of time complaining. You may get an amusingly outraged lecture on how great their espresso is by someone who thinks Sanka is a Central American country; but it won't get you a better shot. The good cafes will be delighted to make you a better shot if the first one is flawed; it makes their day that someone actually cares how coffee tastes.

Your experience seems to have taken place in the first sort of cafe, so complaining would have been strictly for the laughs.

[edwa]

I'm starting to wonder what to do myself. I'm now living in Melbourne Australia for awhile. Melbourne is suppose to pride itself on its coffee. Practically every establishment has at least a 2 group at the ready. Most don't do a good PF build, you're lucky if the plastic tamp on the grinder is used, let alone if the PF is dried first. I've been mute since I'm not on my own turf and kept notes on the places to return to. I was concerned I was being nit picky until a certain Melbourne barista who shall remain nameless for his own protection, told me that we (Melbournians?) may think we are the city of espresso but we're really the city of milk drinks.

Dang, I miss my Volante.

[ogatasan]

My favorite reaction on poor espresso is from Angelo Badalamenti (usually the composer for David Lynch) in Mulholland Drive

[edwa]

Wait, ... didn't the Sankanista's once take over the lands north of Costa Rica? Hasn't their leader been recently re-elected?

[Marshall]

Exactly what Jim Schulman said.

Or practice your Danny Thomas "spit reaction."

[Jarno]

Merely smile. Nothing else would be helpful.

[TheCod Father]

Good replies sofar,

I realize that there is no use going to the PBTC ,however I am on a speaking level with the owner .
Should I speak to him about this or just let it slide and only order juice when this girl is on?

TCF

[cannonfodder]

If you know the owner, then speak up. You cannot fix what you do not know is broken. Maybe she is new and this is a 'training opportunity'.

[TheCod Father]

No such luck there Cannon:

The Girl told me she had been working there "forever" and made a point to say that she came especially on Sat. when it was busiest.

As I stated I should have known that something was wrong when she said that she didn't like coffee at all.

I was going to speak to her but I figured that it would be like trying to cure a hemophiliac by using acupuncture !

TCF

[ogatasan]

You seem serious about this - my previous answer was not.
How about trying to achieve a win win - for owner, barista and future customers -that should be in everybody's interest.

Tell the owner that you know a few simple tricks to turn just coffee into better coffee, that customers expectations are on the rise, that either you could offer to give an introduction or you would recommend someone who could.

If he does not see a necessity - which would be worrying - tell him that the espresso was far from being called that - its not about the skills of the barista but her training among other things, so her job would not be at stake. Why not talk to her, be honest and tell your story, and ask her if she wouldn't prefer to be able to make good coffee. How would she know if nobody ever tells you - thats where I think you should feel resonsible and encouraged to act.

[bogiesan]

Know the owner? This is your opportunity to him/her a huge favor. It's also in your server's best interests; she can make tips if she knows her craft.

I return espresso often here in Boise ID but I never ask for a second; it won't be any better. I get a Coke instead.

There is a proper way to return improperly prepared food in a restaurant the gives a crap about customer service. You allow for mistakes, are gracious, non-aggressive and patient. If you're an a**hole, or the place just doesn't care, you WILL get a snot rocket mixed into your plate. Kids are s-o-o-o sensitive these days and getting even is a right. I've heard disgruntled coffee dweebs talk of spitting in lattes.

david boise ID

[Rainman]

I'd agree with what some of the others are saying- if you have some sort of relationship with the owner, and you care about the survival of the cafe, speak up. There's no way they put someone behind the counter and don't know what they are capable of given your story (suggesting that they either don't know or don't care about their product). I'd just be careful how you handle that. Maybe the owner has no idea what espresso is really all about, and you may have opened a real can of worms by getting involved.

Good luck- we're all cheering for you!

Ray

[Randii]

I find it amusing that I just had this conversation with someone else on the CG forum!

I honestly think that it is management's responsibility to train their staff - not the customer's. Don't pick on the PBTC! I suggest sending an informative letter to management, letting them know about your disappointment with the quality of their espresso, and the lack of proper training of their staff, and then, to *suggest solutions* as to how to remedy the situation. It is in management's (and the owner's) best interest to properly train their staff, so that they get more customers, so that they build a good reputation, and make more money, etc. They need to know that high quality espresso is a big seller these days, and it is only to their benefit to serve it. Explain how it will help grow their business. Leave the PBTC alone!

If management doesn't want to properly train their staff, go someplace else to get espresso. They don't *have to* live up to your expectations. And when the server says that they "don't like coffee", you have the right to rescind the order. You don't have to accept their service. Just don't buy the espresso in the first place!

[John P]

Make a loud gagging sound pound the counter a few times and say, "What! Are you trying to kill me?"

From an owner's perspective, if they hired someone who doesn't like coffee, then they really don't care about what they are serving. Your barista, whether you or someone else, are the face of the company in the publics' eyes and every cup that goes out is a representation of the company. If they did not care enough to hire people who love coffee/espresso and train them properly, there's little chance they will "get it" when you try to tell them.

I have frequent conversations with other owners who think about making a buck first and quality of their espresso second. There are more and more of the latter variety these days, but most places still don't give a rat's a**.

[Randii]

If they did not care enough to hire people who love coffee/espresso and train them properly, there's little chance they will "get it" when you try to tell them.

Here! Here! Absolutely in agreement!

If it makes you feel better to complain, then complain, but I think there are so many more important issues to put your energy into - like making sure that the people who grow our coffee can *survive* on what they are paid for it. Why not support Coffee Kids instead? I'd rather put my energy somewhere that it actually makes a real difference, instead trying to make coffee shop owners - who don't care - make better coffee!

[psycho_supreme]

Make a loud gagging sound pound the counter a few times and say, "What! Are you trying to kill me?"

bahahaa, I almost died of laughter when I read this!

[cannonfodder]

You could try 'excuse me, it appears that someone mistakenly gave me a cup of road tar, I ordered an espresso' or 'did something die in your grinder?'

[TheCod Father]

Psycho Supreme , I wouldn't laugh so quickly since there is a good chance that you know this girl !
Also since I know that you are a barista here in town how would you like to be treated in this situation .

I'm not sure how to approach the owner at the moment as I don't want to come across as a coffee snob ( sort of a "I've read some forums and now I know more than you " ) kind of a situation . I want this to become a positive situation and not a situation that would put anybody's job at jeopardy .

The one thing that I'm hoping is that since she pulled my coffee on a lever she may not be overly certain how to use it and next time I go I will ask that she use the semi- that they have there instead.


TCF

[psycho_supreme]

Psyco Supreme , I wouldn't laugh so quickly since there is a good chance that you know this girl !

I am only laughing at his response.

And as a note, the only lever machine even close to us is located at jumping bean roastry, and its a rancilio. Therefore I also know who your talking about I know Jeff the owner. I have never had a shot of espresso there, but thats disappointing to hear. She's an awesome girl though, and I know for a fact she knows her $hit about roasting; I've had the conversations with her to prove it. Another thing to keep in mind is that Jumping bean is in fact a showroom, for their coffee, supplies and machinery; not in fact designed to be a cafe.

Again, not to boast or start anything between me and you, or anyone, but those are the facts.

- Matt


EDIT:

I went back and reread your original post. She has in fact been there a long time. Maybe you should just stay away from espresso when you visit jumping bean. It is in fact a showroom and if she doesn't have interest in brewing espresso, then your probably not going to get the best shot. I know a huge portion of the barista's here in town and I know who knows what, therefore I know the quality of coffee I'm about to get, MOST of the time. I do avoid ordering espresso when certain people are working, but I have not had a shot of espresso at jumping bean.

However, Jeff is a business man, and I'm sure he would be understanding if you spoke with him, you should let him know.

Also, I do have to ask who you are, and have I served you before.
And also why we haven't run into each other to discuss quality coffee etc. It's a small world this business, especially in newfoundland....

By any chance are you the double shot whole latte fellow?