An Open Letter to Balazac’s Coffee Niagara Falls

Dear Balzac’s,

According to your website the Balzac’s Philosophy is simple: Serve an exceptional product prepared to perfection. You also mention that you are the antithesis of a corporate-run coffeehouse chain.

I wonder then, does this also mean that you do not explain to your staff the value of customer service?

While in Downtown Niagara Falls this morning, I stopped by your newest location to pick up two coffees and a hot chocolate. I only mention the specifics because once I ordered the beverages, and then asked for three cookies, your employee snapped, “Can we just do the drinks first”? Later, when she began ringing in my order and asked if that was everything, I mentioned that I still needed the hot chocolate. Impatient and in a less-than-pleasant tone she cut me off saying “Uh. I KNOW about that… is there anything ELSE”? Maybe there could have been, but at that point I wanted out.

I tried to be pleasant and I said nothing rude to your employee yet she treated me as if I had done something wrong by walking into a coffee house and ordering coffee. I was not in a rush, nor did I do or say anything to offend her. When, even after receiving truly unpleasant and uncalled for customer service, I wished her a nice day, she merely grunted in my direction.

Perhaps your coffee is superior. Perhaps it is better for the environment and the world in general. But unless you can provide a customer service experience that is every bit as superior as your many competitors, I do not think I will be returning.

Kim

Author’s note: A copy of this letter was sent to Balzac’s.