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No one at Rawsters can sell their own products to customers, whether they are relevant to the menu or not, without prior approval from the management. Examples include but not limited to alternative milks, drinking powders, supplements, preserves, coffee beans, tea, home-made jams, reusable cups, rubs/ointments, cosmetics and so on. No one is allowed to […]

With the growth of email and phone scams, any personal information has to be kept secure. If you provide contact information of Rawsters management to someone who is going to collect/confirm your personal details (for example, when applying for a bank loan or a rental property), please make sure that: This approach works both ways. […]

To facilitate a simpler and more efficient communication, Rawsters uses the following means for customer liaison: Each coffee van has its van-specific accounts. Rawsters employees are not to provide Rawsters customers with personal contact details (phone numbers, messengers, social media accounts). Some customers may insist on providing them with your personal details, please respond politely […]

At some companies, a receptionist would make a Public Announcement and/or send out an email when a Rawsters van arrives. While this is a convenient way to notify everyone about our visits, it has some disadvantages. So please establish your own communication channel for customer notifications even if a company has reception with PA and […]

Imagine a following scenario which happens on Rawsters runs regularly. One of your regular customers prepays for the weekly supply of coffees. He arrives to work every day by 8am. Some days he can be 10-15 minutes late.  You, however, visit his workplace at around 8am and sometimes even earlier at around 7.55. As coffee […]

Another aspect of a good customer service is Customer Acknowledgment. It can be broken into 3 steps: Greet every customer Show every customer verbally or through body language (if you’re talking with someone else or busy making another order) that you acknowledged them. It’s always best to greet them by name. Serving Depending on circumstances, […]

SCENARIO 1 Your regular customer comes to the van to order their coffee and realizes he does not have his card/phone on him to pay. His card/phone is either home, or in the car, or upstairs in the office – somewhere it would require an effort (and time) to retrieve. It is good customer service […]

A NEW BARISTA No matter how good someone is at customer service and coffee making, there will always be customers who may look at a new barista warily. Some people embrace the change and like meeting new people, the others may dislike changes and breaking habits. COMPANY STANDARDS Every team member in our company has […]