It's hard to have a full conversation with customers when you're working as a barista, and this is probably a frequent occurrence in the service industry. A basic function of creating that atmosphere which calls to The Regulars is building conversations of depth, stretching beyond the boundaries of formality which permeate commerce. It's hard to have a meaningful conversation with someone you're taking money from and providing a service, especially if you tend to focus a little too much when stressed, like I do. I'm fortunate enough to have found a space of calm in my mind to retreat to in those moments, but it still doesn't help me talk to my customers; but when I do, the real conversations are extraordinary! That's how I build my community, my friendships...
Normally, an entire interaction with one of my customers goes through several essential steps: the casual greeting and smile, the taking of the order, a quick innocuous question, and then the guest waits for their drink, usually away from the counter and on his or her cell phone, the calling out of the drink, the thank you, and it's over. This is potentially as short as three minutes, or as long as seven if there's a line. I really enjoy when those short minutes are filled to the brim. There are a few of my Regulars who start on a strong foot and drive the conversation, which is an immense relief after being so repetitive throughout my shifts. One in particular has his life so focused on the secrets of energy connections that each time he talks with me he's trying to work out the grand themes and find the path through the yet unknown. I've learned a lot from him, and have been inspired into new themes for my own creative, spiritual, and every day activities. One woman just introduced me (specifically) to her family that was in town. We ended up talking about living in Virginia and suffering through traffic in the Belt. Some customers want to throw their confusion, anger, or misunderstandings or politics into the mix, wending their thoughts through a quick rebuttal or a thoughtful analysis. Those are the trickier moments. Language and reactions can be delicate, and sometimes what seems like a harmless interjection can harvest a fire which threatens insult like the edge of a knife pressing into skin. I find it difficult to plunge into more in depth conversations, especially with an older clientele, but when it happens I glean so much more to ponder that my days feel more rewarding than simply "taking time off."
As I mentioned, my main issue in striking up conversation is breaking away from my focus. When I'm on bar, I strive to make the best quality beverage in the shortest amount of time. If there's a rush my eyesight blanks out the amount of people, the number of empty cups to fill, and basically everything but the basics of my actions. What I hear in this state are the noises of the business: the proper sound of stretching milk, the names of drinks being ordered, the words of acknowledgment of a drink that I've handed off, the beeps, and questions, and other general sounds. I'm in the zone by this point, and my mouth goes numb, my stance is fluid as I dance around flinging drinks across the hand-off plane. Now I'm teaching myself to set the drink to be made, and then look at my guests waiting for my masterpiece. This is where I'm weakest, even looking up across the bar. If I can take this first step, I can usually get a customer talking to me, but I have to get there first. That's the next skill to hone. I see this as a reoccurring problem with most baristas, and I totally understand why. That zone is comfortable! It's invigorating at times, and you feel accomplished when you can clean up and step back. But that's just the "beginner's zone." The master baristas, bar maestros at the Brewing Market, are the next level above, and you can see the experience and quality when they seamlessly make drinks and have that in depth conversation with whomever is standing before them. That's where I want to be when I'm at work! And I'm learning how to get there.
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