I was taking another bite from my cheese and butter sandwich when I heard an exclamation from the coffee bar.
Hot smoke was spewing out of the coffee machine and the barista ducked.
Coffee and milk covered the tabletop.
The cashier (who seemed to be the manager) turned back to see what had happened. He took a long pause.
The barista was stunned as well. They exchanged looks but she quickly began to clean the table.
“I never really knew how to use the machine.”
The manager replied – “Well, the coffee machine taught you how to use it today.”
And they laughed.
I really enjoyed this interaction and positive response to a mistake.
It serves 3 things:
- Build psychological safety for employees to dare to make mistakes as long as they don’t repeat the same one multiple times.
- Create a positive atmosphere and working relationship between “boss” and “employee”.
- The person who made the mistake would carry this positivity to other interactions.
I’ve seen many instances, cafe or not, where the “manager” would begin scolding the “barista” when mishaps happen.
The mood would turn sour and the entire day would be ruined.
Our response sets the tone. Approach it the first way and the positive ripple effects will go further than we can imagine.