Tripleshot Cycling

I'm not sure where this belongs - maybe General Banter - but it is also conceivably a matter of club interest as it pertains to the all-important matter of post-ride caffeination.

I know I am not alone in feeling less than enamoured with the service at C.F. at the conclusion of our Sunday rides. The place gets credit for both its location and its co-location with a very tasty (if overpriced) baked goods purveyor. The staff have had plenty of opportunities to take our money and become acquainted with our habits, yet we are continually made to feel as though we are inconveniencing them by requesting a dozen or more cups of coffee on a Sunday morning. And also wanting a jug of cream and thing of sugar to go with the coffees we've waited upwards of 20 minutes to receive.

I am inclined to identify another coffee shop that would be more appreciative and welcoming of our generous patronage. The post-Saturday-sufferfest coffee venue has been Disco on Disco for some time now, and while the service, food and coffee are great, it doesn't have a fabulous outdoor seating area. Also, when we sit inside, the bikes are not comfortably within sight, so this may not serve our needs with a larger group.

Is it worthwhile to try to establish more of a "formal" arrangement with a coffee shop, whereby they are made aware that we will be descending on them with religious regularity every Sunday at 10am? It would be wonderful to find somewhere that welcomes and appreciates us on a weekly basis. If it would help to reach out and make the arrangement somewhat more formal, I'd be happy to help craft a letter, or at least approach management in person with some basic information about our club and its noble intentions (namely: to establish a mutually beneficial relationship whereby we purchase tasty coffee and they sell it to us).

Could this perhaps be parlayed into something more akin to "sponsorship"? (Shouldn't a coffee-themed cycling club have a coffee sponsor??)

As I said, I'd be happy to do some legwork if there is support for identifying a suitable venue. Thoughts? Suggestions?

Our weekly Moka House rest spot at Shoal Point is almost always up to the challenge of 20+ coffees. I would love if a proper bakery opened up next door but its nice to know your patronage will be gracefully received and welcomed. I think their MS says it all.

Moka House Mission Statement: Moka House Coffee – Your Community Coffee House.

This may be one of those great Tripleshot discussions.

I really like c.f. and find the service is fine.inside or out.
D on D is also great...on a rainy day.
Your turn.

P.S. lets all talk more over a ......
Tripleshot....
At coffee!!

roadflasj wrote:Our weekly Moka House rest spot at Shoal Point is almost always up to the challenge of 20+ coffees. I would love if a proper bakery opened up next door but its nice to know your patronage will be gracefully received and welcomed. I think their MS says it all.

Moka House Mission Statement: Moka House Coffee – Your Community Coffee House.

I'm with you, Kenji. It also occurred to me that the SPMH could be a suitable Sunday locale. I'd perhaps suggest we avoid the CVMH... for the time being, at least.

But maybe there are other places to consider. Is there somewhere decent on the northern side of downtown...?

Like Paul, I kind of like the location of CF, and because of limited other options, I decided to email them to get there feedback on our recent problems. Reply from "Gareth"(my original email is at the bottom of the string) :


Thank you so much for making contact with us, it is always nice to hear from our customers. I am very sorry to read of your recent experiences however, but am thankful that you are willing to bring this to us to work on. It is feedback such as yours that helps highlight areas of improvement, so I truly appreciate the dialogue.

My intention was to get a prompt response off to you yesterday, but wanted to engage with our Dockside staff on this matter first, as your business and patronage is important to us over at Dockside Green.

We are very proud to have our space located at the trail-head over at Dockside Green, especially for the engagement with the cycling community. Hopefully this is evidenced by the evolution of the space to grow our ability to accommodate and improve our opportunity for good service. The introduction of expanded seating, extended lunch offerings, extra wash room facilities and of course a bike shop as a tenant/neighbour all are steps towards improving the experiences for our customers.

Your service experience is disappointing to read, as this is completely outside of our vision and training of staff. Exceeding expectations and flexibility in accommodating our valued customers is of high priority. I am sorry if we have failed you on this front of late. We have been working with our management team at Dockside, Bronwen on the espresso bar side, Kalynka in the deli, to really go over and above to facilitate smoother experiences when it comes to large groups. I am sure you can understand some of the challenges associated with the volume of business larger groups can bring in at one time, especially in a space that I know creates a little confusion among customers as to the division of the bakery and cafe as separate businesses.

I am reassured that service to bigger groups has been evolving and going well on both sides, as our customers and our staff adjust to maximise experience and fluidity on the busy days and with the big groups. Bronwen especially is working hard with other staff to see this remain consistent when she is away from the store on her weekend.

With your feedback and suggestions, please know that we are working to address ways of improving further, during this exciting but stretching time of transition. Your business and our growing community is very valued by us, so please know that we will strive to build on this feedback so kindly offered by you.

Kind regards,
Gareth Edwards General Manager
T: 250-385-2326
TF: 1-877-517-2326
Caffe Fantastico Roastery
965 Kings Rd., Victoria, BC V8T 1W7
www.caffefantastico.com
Tre Fantastico - 810 Humboldt St. • Dockside - 398 Harbour Rd.


Date: Tue, May 24, 2016 12:41 pm
To: info@caffefantastico.com

Hi Folks,

I am a member of one of the many cycling groups that come past your coffee shop every Saturday and Sunday.

Fantastico is a very convenient stop for us, and generally we stop for our post ride coffee at your business.

The usual order is between 6 and 20 cafe Americano’s and we get some eats from Fol Epi next door.

For many reasons, your business is our first choice- the coffee is good, the outdoor seating and bike parking, and the availability of eats, make it a good place to stop.

Recently however, we have been somewhat disappointed with the service. Generally our large order is greeted with sighs, and obvious displeasure. On one occasion, greeted by this, we suggested that we could have drip coffee- the server got even more annoyed and stated that that would mean she would have to put on a pot! When we have taken sugar or cream to the table, we have been scolded. All of this has resulted in our group seriously considering alternative venues. One of our club rides has already moved to another coffee shop

I am just interested as to why Fantastico seems to be so consistently annoyed by our group these days. Is it business that is not wanted? are we rude? Do we not tip well?

If it helps, we could call in an order early- say 07h30 when we start the ride- so that you are not deluged when we arrive at Fantastico at 10h30. We can also set up a standing order of say 8 coffee Americanos every week at 10h30, if that would be easier and would speed up the service?

It seems a pity to spoil what seems to be a mutually beneficial relationship.

Regards

Craig Bosenberg

Thanks, Craig, for so quickly working to address our concerns directly with the CF management - particularly in light of this past Sunday's suboptimal experience. Kudos! It's unfortunate Gareth didn't get any more specific with the ways in which the staff will "adjust to maximise experience and fluidity on the busy days." In absence of any more information or measurables, I guess it's up to us to just try again and hope we'll perceive some improvement. So many forms that could take... Friendlier service, better handling of volume orders, greater availability of cream pitchers... I guess we'll just have to be on the lookout. How long to we give him/them to shape up? I'm not very good at being patient. Especially when there are so many other coffee shops in town...

My read is that he needs some time to look at options with the staff. Hopefully after some consultation he will be able to answer the questions Craig put to him.
Tim

Kudos to Clair for broaching this somewhag sensitive topic and to Craig for trying to improve our experience at cf. My vote is for seeking out a different coffee stop. Cf is my least favourite place to spend money on coffee based solely on my interaction with their staff. I am also quite disappointed with the response to Craig's constructive message.

I'll follow Claire, although 90 minutes later, if a new location is found for Sunday.

Mikael

Here's my two cents worth; I was so happy to be off my bike Sunday after 4.5+ hours, I was giddy by the time we hit C.F. But even I noticed the barista's rudeness to Mikael while he ordered coffees (five!). Although it was mitigated by the plates of goodies from via Fol Epi (whose staff, in contrast, are always pleasant, even when faced with a mob of sweaty bikers). I think that when a loyal customer writes a note with concerns, the least Garth could have done is offered up a round of java the next time we're there.

What ever happened to good ol' customer service of the "the customer is always right" variety? I was in Shoal Pt MH today with my boy (along with the last of the post-ride coffee lingerers) and said boy was dissatisfied with the quality of the treat we bought (as was I). It tasted blah and stale so I assured him the good people inside would honour our request to trade it in for something more pleasing. Well... I guess we did get what we were after, but not without a heavy display of defensiveness, eye-rolling and heel-dragging. Really? Is customer loyalty and satisfaction not worth the price of a muffin?? Does he not know which large and regular group I belong to?? Harumph! Either customer service is dead or my standards are just way too high. I guess I'll just have to make my own coffee and muffins next time!