What is one effective way for baristas to build rapport with repeat customers?

Building rapport with repeat customers is fundamentally about recognizing their individual preferences, which can significantly enhance their experience at Biggby Coffee. When baristas pay attention to customers' previous orders and preferences, it creates a sense of familiarity and personal connection. This approach shows customers that they are valued and remembered, which can lead to increased customer loyalty.

For instance, if a barista remembers a customer's favorite drink or specific modifications they prefer, it allows the barista to create a more personalized interaction. This attentive service can make customers feel appreciated and encourage them to return, knowing that their preferences are acknowledged and catered to.

In contrast, using customers' names only when requested does not actively demonstrate effort in building a relationship. It places the onus on the customer rather than the barista. Regularly changing the staff greeting might also hinder the development of familiarity, as customers may not come to anticipate a consistent or warm welcome. Lastly, offering the same drink to every customer disregards personal preferences, which can lead to a generic experience and make customers feel overlooked rather than valued.