It’s also about the team behind the scenes – and what they do (or don't do) when the pressure’s on. One overheard moment recently reminded me just how crucial proper training really is.
The Incident That Said It All
I was in a café recently when, after I had placed our orders, I heard a young new employee nervously blurt out, “But I can’t make a black coffee! I’ve not been trained to do that!”
I was a bit taken aback, after all, making a black coffee is hardly high science. No foam art, no fancy syrup, just coffee and hot water. But what happened next was even worse.
She made what could only be described as a crime against caffeine, it was a bitter, murky concoction that tasted like it had been stewed in an ashtray. Seconds later, she handed over a "double Dubai chocolate milkshake" that somehow had no chocolate in it at all.
It was laughable – and yet completely avoidable.
Why Staff Training Matters So Much
This little episode is a textbook example of why you must never throw untrained staff onto the floor or behind the counter and expect great results. Here's why training is vital:
1. It Protects Your Reputation
One terrible drink or meal can undo a dozen great reviews. When customers receive subpar service or poorly made food and drink, they won’t always complain – they’ll just never come back. Worse still, they might share their bad experience on social media.
2. Consistency Builds Customer Loyalty
Your regulars come back because they know what to expect. Whether it’s the perfect frothy cappuccino, the way your chips are always crisped just right, or the friendly greeting at the door – consistency is key. That only comes with proper, repeatable training.
3. Confidence Leads to Better Service
Staff who feel confident in their roles are more likely to take initiative, engage with customers positively, and perform well under pressure. Tossing someone into the deep end without showing them how things are done creates stress, confusion, and resentment – and that spills over to the customer experience.
4. Mistakes Cost Time and Money
Wasting ingredients, remaking orders, or dealing with complaints eats into your profit margin and slows down service. A chocolate milkshake with no chocolate isn’t just embarrassing – it’s wasteful.
5. Hygiene and Safety Depend on It
Poorly trained staff may not know proper hygiene protocols, cross-contamination risks, or safe food handling practices. That’s not just a bad look – it’s potentially dangerous, and could get your establishment into legal trouble.
What Proper Training Should Cover
Menu knowledge – Every staff member should understand how every item is made and what’s in it.
Equipment use – From coffee machines to blenders, staff must be shown how to use things correctly.
Customer interaction – Friendly greetings, how to take orders efficiently, and how to handle complaints.
Food safety and hygiene – Clean hands, clean stations, correct storage and handling.
Teamwork and timing – How to keep things flowing smoothly even during busy times.
Final Thoughts
Investing time in staff training isn’t a luxury – it’s an absolute necessity. That moment of chaos with the black coffee and chocolate-less milkshake may have seemed minor to the casual observer, but it speaks volumes. In hospitality, the details matter. Get the training right, and everything else flows from there – smoother service, happier customers, and a stronger reputation.
If you run or manage an eatery, let this be a reminder: train your team before you expect them to perform. Because if they’re not ready, your customers will notice – and your business will pay the price.