I really hate to have to write this review but, if I was the owner of The Brass Bird, I would want to know about what happened.
This place is advertised as "dog friendly" and they even sell "hand made dog treats" (see my photo of the sign on their counter). I walk in on a Sunday morning at 7:00am with my 3 leashed dogs in tow. The place is empty except for 2 bicyclists sitting on the patio drinking their coffees. I walk to the door closest to the cash register and ask the cashier (who is not busy since I am the only customer in the store) if I can have a vanilla latte. She takes my order and I quickly tap-pay with my Google Pay App. I tell her that I will be sitting, with my 3 dogs, on the patio right outside the door (not 15 feet away from her) and if she could please bring my coffee to me when it is ready so I don't have to bring my 3 dogs in the store and juggle a cup and saucer filled with hot coffee while managing 3 dogs. Her answer to me was "we don't do that - you can bring the dogs inside to get your coffee when they call your name. Now, mind you, the store is empty, I live right down the street, and I have been coming to this store often for coffee, breakfast, and lunch since day 1. I just said OK and sat outside.
When my name was called and my coffee ready, I brought my 3 leashed dogs in to pick it up - holding all 3 with one hand and trying to manage picking up a full, hot coffee in a cup and
saucer in the other. I asked the barista if she was the manager and she said that she was. I explained to her what had happened and how I was disappointed that my request to bring me my cup of coffee, literally feet away from where she was standing (still no customers in the store) was refused and how I thought that, while their coffee was good, their customer service was lacking.
Much to my surprise, the manager, instead of simply apologizing and saying "please sit down and allow me to bring you your coffee so you don't have to worry about spilling it while juggling your 3 dogs", her answer was "oh, I'll tell her". Again, there were no other customers in the store at this time (you can verify this with the time/date stamp on my receipt). If the store was busy, I certainly would not have even asked.
So now I understand why this happened, the manager is lacking in customer focused service and that permeates and sets the culture of all employees.
I think the Brass Bird is a great addition to Carpinteria and I hope the owners take this feedback in the spirit it is being offered - as an opportunity to train or retrain employees on how critical every customer interaction is. I can get a $7.00 latte anywhere and no matter how good the coffee is, the bad taste of poor customer service will linger longer than the taste of the coffee. read more