Hello All,
Blogs are a place for ranting right? Well here it goes…this one is all about my experience over the past few weeks in relation to Tucson Wifi Coffee Shops.
In this post I will outline my experience in relation to three “types” of coffee shops in Tucson.
1st- The large scale chain with many locations and heavy branding presence
2nd - The locally owned shop with more than one location, fairly well known in Tucson
3rd - The mom&pop shop with only one location
I will offer a true scenario for each type of Wifi Coffee shop in Tucson based on my personal experience as a client and small business owner. I am not here to bash or make business harder for anyone so the true names of the shops will be concealed, but you will get the idea.
1st- The large scale chain with multiple locations, big name and heavy branding presence.
I walk into the shop, notice the friendly staff, walk up to the counter and order my drink. The drink is served up in a matter of minutes and I am all set to begin putting in a few hours of research on my laptop. Opps, I just noticed that this coffee shop does not offer free Wifi, part of the reason I came in the first place. The Wifi service is offered through T-Mobile and costs about $10/month. The outcome is simple and predictable…I spent about half an hour reviewing some off-line documents, then closed up my pc, walked out and from that point on, will not consider this chain of Coffee Shops if I have any online business to take care of. (Just happens to be all of the time for me.)
2nd - The locally owned shop with more than one location, fairly well known in Tucson
As I walk in, I immediately notice the decor, the friendly staff and the great selection. I order my drink and find a place to set up. My drink is served up very quickly and I make my way to the desk where my laptop is. At this point everything is great, my drink tastes great, the place offers free Wifi and I am happy as a bird. As I begin to work, I can’t help but overhear two employees chatting behind the counter not to far from where I am sitting. I am not quite sure, but the turn of events and comments overheard convinced me they were talking about me. Some of the comments made were “well…gotta get your $3 worth!”, followed by laughter. Coincidently my drink cost $2.85. At this point, I began to pay more attention while pretending to be working and overheard “Yeah, he’s probably writing down everything we are saying to post online on some blog”, the as I began to cut and past a document rather quickly I overheard a mocking “Wooaaaa” and more laughter. As I made eye contact with the employees for the first time their eyes quickly turned away and as I looked down to my computer again the laughter and comments continued.
As I walked out of the shop I said ” Great music in here guys, you should really think about turning it up!”
I know this was an error on a few bad employees and probably not in the scope of the business owner, but the fact remains, I will not be back.
3rd - The mom&pop shop with only one location
This was my favorite coffee shop. The owner once told me that while they were in construction someone asked them if they would be offering Wifi. Her response was “Of course, that is the whole point”. This statement made me feel comfortable going in there a few days out of the week, buying drinks and a cookie, and making this my go-to place to meet with clients, most of whom had never been there before.
After about two weeks of this schedule, I noticed a bit of a shift in attitude towards my business. I often order a chocolate milk, I agree not the most exciting drink, but it is what I like. After ordering my drink I noticed a few friends of the business came in and sat down at the counter not too far from me. Again, I would not be listening in except that the conversation sounded to have my drink and presence as the focal point. “Here’s your NON-LATTE drink..” followed by mutual laughter amongst themselves as one guy looked back at me and smiled. I then noticed one of the owners walk in a bit frustrated. Apparently someone had parked in his parking spot at the front of the business. I then heard from the business owner to his friends, “Damn, second day in a row!”
Two things, the previous day my company had set up a business meeting with a few clients who had never been to this coffee shop. As we arrived and began our meeting (after purchasing about 4-5 drinks) we were approached by the business owner and my client was asked to go move his car from the employee parking spot. Although I fully understand the frustration from having a NO PARKING /Reserved for EMPLOYEES sign, and having people park there, I still would never have taken the route of interrupting a business meeting of a brand new client to clear up a parking space. Not much of a first impression. Besides..what is more important, having a great parking space as a business owner or reserving that space for first time clients? hm…
Anyway, on the following day I returned and as I mentioned, I found a frustrated business owner not too pleased with my presence as a walking billboard for his coffee shop, or as a paying customer to the products he is offering. Granted, I did not order a drink one of these days, but I would have thought that the 10-20 drinks I had ordered the previous weeks would be a consideration. I was wrong.
Needless to say, I called my clients and changed my meeting location to the large scale chain, where I do not have Wifi service for free, but I have the luxury of dealing with true business professionals who through their success have learned how not only to please clients and anticipate their needs (wifi aside), but not offend them.
I know I may be a bit sensitive here, but based on what I experienced…I don’t think so. As I mentioned to my wife, just the fact that I left these Tucson Coffee Shops wondering if my business was appreciated presents a huge problem. A client should never be made to feel this way. I always understood the general idea to be one of service and high quality in everything as a means to provide the customer with the best experience possible, thus leading to returned business, word-of-mouth advertising and branding awareness.
In this new age of Social Media and Web Marketing, businesses can not afford this model. Negative publicity may work for actors and musicians, but not for Tucson Local Businesses.
Chances are that someone will find this blog through a search related to Tucson Wifi Coffee Shops and will wonder which coffee shops I am referring to. All it would take is one unsatisfied client such as myself, but with a much more vindictive attitude, to post an article such as this one including your business name, location, employees involved, possibly an audio file of the conversation, possibly a video and photos of your business, and the damage would be done.
This article is a rant, but also a warning. Moura Marketing Inc. is a firm specializing in Social Media Marketing, New Media Advertising and Web Promotions. We understand the power and incredible impact social media can have on your business or product. We also specialize in Advanced Search Engine Optimization so that clients who are looking for your products or services may find you trough the major search engines.
Does your business need a Social Media Analysis?
Has your business suffered from negative Social Media?
How important is reputation management for your business?
These are some of the questions we suggest business owners ask themselves as we enter into a new era or marketing and advertising, where everything is out in the open. This is great for the good guys, as they will receive the recognition they deserve, but should be scary for the slackers who still see themselves as the center of their business instead of the clients which support them.
-Yoda