271 : Why the Cash Register Controls Everything

One of the most neglected areas of the bar happens to also be the most important. The register. Not because it is where we handle money (although that is important) but because it is where we make first impressions and guide the experience of both the customer and our coworkers. The register controls everything but we treat this station as though it is simply a place to avoid when on shift or a place to hastily put new underprepared baristas. If we hope to win people over to specialty coffee and deliver a great experience then we need to start focusing at least equal amounts of energy on how we prepare ourselves and others to working this station with the respect it deserves.  Today we are going to be discussing behaviors and habits that are core to creating an excellent service and work experience beginning at the cash register. We cover:  The status quo for register work How the register steals the experience  Skewing positive Urgency Being detailed Communication Warmth and Empathy Related Episodes: 122 : How to be a Cash Register Hero : 6 Essential Skills Episode 45: Simple. Powerful. Hospitality. w/ Philip Paul Turner  Shifting the Shadow Shift 167 : Handing off the Shift : 4 Tips to Avoid Chaos   The BEST in commercial coffee equipment! www.prima-coffee.com/keys   Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service