Yesterday I ordered a cup of coffee in Redway and I asked for room for cream. The individual behind the counter gave me a cup of coffee with no room for cream, so I asked her to please pour some coffee out so I could put some cream in. I didn’t feel like dumping the extra coffee in the used-spoon container at the end of the counter.
The young woman directed me, without a smile, making full eye contact, “Next time, ask for EXTRA room for cream.”
This morning I asked for a croissant in Eureka, and the individual behind the counter picked it up with his bare hand, stuffed it into a pastry bag and handed it to me.
I could have ignored these two errors, but I know how to serve coffee and croissant, which incidentally, is Jean Luc Picard’s favorite breakfast (season 7, episode 8: “Attached”; Star Trek, TNG).
First off, I believe in conserving paper, so using a new pick-up tissue every time one serves a pastry over the counter, is wasteful. When I serve coffee and croissants, I wash my hands continually throughout the shift, but the customer cannot know how clean my hands are, so I use a pick-up tissue, which is standard practice in the industry.
When I challenged the individual handing me the croissant, asking him why he didn’t use a pick-up tissue, he explained that his hands were clean. I believed him, but I don’t accept the explanation. If the goal was to not use paper, tongs can be used. In this case, because the croissant was so gloriously large, he couldn’t have used tongs for fear of smashing the croissant in some way as he struggled to get it inside the bag. Tongs are unwieldy with a tight fit like that, so the bag should have been larger, the smallest bag with the folded bottom instead of the two-panel pastry bag.
With croissants you can re-use pick-up tissues plenty of times before discarding. As long as you keep the tissue hidden from view and you use the same side — easy to discern, as the crumple forms a point — you can pick up at least 10 croissants without discarding. I use the number 10 because I’m sure I can get at least 10 uses out of a pick-up tissue, although I’ve never thought of performing that experiment, and that is because I’ve never seen anybody deliver a croissant to me over the counter without using tongs or a pick-up tissue.
I said this to the man giving me the croissant this morning. that I had never seen anybody use their bare hands serving a morning pastry. I even began citing my experience, to explain my astonishment, but stopped because I knew I was wasting my breath on these kids behind the counter. Conserving paper is desirable, and the kid said his hands were clean. Why shouldn’t I believe him. My hands were always clean when I worked behind the counter.
Messy pastries, like fruit-filled or cream cheese danish use more pick-up tissues. You can get two or three, possibly four uses out of one pick-up tissue. This is because they bend easily and leak. Again, if the treat is not made outsized, you can use tongs to avoid excess use of paper and slide it into a two-panel pastry bag.
More fastidious establishments force employees to use plastic gloves to handle this type of food, and that is a real nuisance, because this type of work demands constant wiping up of spills, smears and crumbs, and that means using a towel moistened with water, and that means getting your hands wet in the wink. I washed my hands continually throughout my shift.
Wrist-length plastic gloves of this type have to be discarded each time one uses the sink to wash out the towel — a constant activity — because they are short, flimsy, and not waterproof. If you are operating the espresso machine and serving pastries, you’ll get pastry smears all over the machine if you keep the gloves on, and you can’t go back to serving pastry with the same gloves that have touched other surfaces besides product. So, the gloves are utterly wasteful, unless your sole job is to place pastries in pastry bags, and the wiping and everything else is done by others.
In Redway yesterday, when I was told to request extra room for cream next time, I challenged the server. Unlike this morning, when there were other employees and customers present, there were only two people in the room, so I felt I could have an uncomplicated interaction. I explained that she hadn’t left me any room for cream at all, having filled my coffee to one-third of an inch from the top. In my view, she had filled the cup completely.
No server fills a cup of coffee to the brim because it’s hot, and you need a little room to accommodate the customer potentially suffering a scald. Perhaps the customer wants to avoid using a lid, as I usually do. In any case, my cup of coffee yesterday did not have room for cream in any practicable sense.
Further, when I asked her to pour some coffee out so that I could have room for cream, per my initial request, the server corrected me, and told me to ask for extra cream next time. This made no logical sense. Room for cream means that if you add any amount of cream to the coffee, it should not overflow, and one should not face an unreasonable risk of scalding. Room for cream means you should leave a reasonable amount of space in the cup to add a reasonable amount of cream without having the beverage reach capacity, so as to avoid a spill and potentially an injury.
It is up to the server to check in with the customer, if s/he has time, as to how much room the customer wants. If the server has a long line and doesn’t have time to check in with the customer, s/he must leave a reasonable amount of room for cream, and that means at least an inch from the top of a 12-ounce cup, the size I ordered.
We got into an argument. I told her she shouldn’t be correcting me as I couldn’t possibly know “room for cream” meant “extra room for cream” in her universe. Further, I’d been to this establishment countless times, had a frequent-customer account and some credit in the cash register, and had been served by this individual at least a dozen times before she sprang the “extra” business on me. She delivered her imperative in an imperious way too, as if I had been impudent in asking her to pour out some coffee. She said I was ruining her day, and told me to “chill out.”
I unthinkingly tipped her a dollar during our argument, and her attitude immediately changed. She softened and became reasonable. I didn’t tip her a dollar to get her to stop bullying me but out of habit. If you order just coffee, you give them the change, unless it’s under fifty cents, then you either fish around on your person for more change, or give them a dollar from your change. Baristas can tell from the sound of the coins dropping into the basket, bucket or jar how much it is, whether the change contains one quarter or two, or if it’s small change.
If you sneak a dollar in when they’re not looking, they can usually tell if you tipped them from comparing the look of the jar from the last time they looked, typically just before they served you.
It used to annoy me when customers waited until I was looking to drop the dollar in, but now, as a customer, I realize they wanted their gift to be detected, if not acknowledged. They wanted me to know they appreciated my service. They did not seek acknowledgement for being generous.
I tip even though when service is bad, out of habit. It wasn’t until I left, returning her apology (one apology deserves another in these situations), that I realized she had relented as soon as I tipped her in the middle of our argument.
She may have realized she was serving a customer who doesn’t tip in exchange for good service, but out of reflexive empathy.
Above I described interactions at small businesses, but, being on the road a lot means patronizing Starbucks. I used to like Starbucks because they had uniform product standards. If I ordered a wet cappuccino, I would get a well-frothed quantity of foam on an espresso, and usually enough milk to suffice no matter where I went. I could always pester the barista for a little bit extra if she wasn’t too busy, since there was hot milk left in the pitcher used to make my cappuccino foam.
I’m an Americano gal these days, a much simpler drink. You pull a double shot of espresso (short hopefully) and put some water in it, preferably from the espresso machine, leaving room for cream if desired. You’re done. No foaming of milk and waiting for it to separate. No fancy patterns on top, no deliberating on how much milk to add.
Yet, I have yet to receive a satisfactory Americano (on the first try) in any Starbucks. Especially Cloverdale. It’s funny now, but for awhile I was truly annoyed that, no matter how clearly and pleasantly I asked, even watching the cashier draw a line on the cup indicating how much room was to be left, I could never get an Americano at the Starbucks in Cloverdale that didn’t look and smell like Folgers or Maxwell House, and dismayingly filled to the Brim. I always sent it back, waited forever, endured the resentment, and tipped.
Last Friday, in McKinleyville, the same thing happened. I know, there’s no excuse to patronize a Starbucks so close to home, but this was in the name of research. Not only did the baristo not leave room for cream, he poured some of it out and offered it to me again. No, I said, you have to pull another double shot. I was extremely grateful he didn’t give me a hard time, and we wished each other a good weekend and a Happy New Year.
In the 80s and 90s when I was young and serving coffee in San Francisco I was grateful for kind customers, but even when they were not kind, I treated them with kindness. There were lots of rude customers, bankers and of course lawyers, who treated you like garbage because they couldn’t unload on anybody else.
When I worked across the street from the TransAmerica Pyramid the clientele had a higher percentage of lawyers and hence was more rude than the crowd that queued outside the Bank of America building on Market at Van Ness. I made it a game to be polite and pleasant even in the face of rudeness, to see if they would relent eventually, and start looking forward to their interactions with me. This usually worked, but there were some hard cases, always attorneys. (You can tell an attorney by the ministerial way they dress. Ministers, on the other hand, dress like advocates).
In 2015 I worked in a place that was easily as busy as downtown San Francisco in the 90s: PB Boulangerie & Bistro in Wellfleet, Massachusetts.
Finally, a good bakery that far down Cape! Finally a decent cup of coffee between Provincetown and Orleans (a distance of nearly 30 miles)! I patronized the place for a few years before asking for a job, during the busiest season, summer. I was nervous that I might not be able to keep up but elated to discover my rhythm was intact and I picked speed easily, within a day or two. Plus most of the workers spoke French, which is music to my ears.
Anyway, I brew my own coffee usually, using recycled coffee cups from my forays into the retail business, since I don’t have a kitchen cabinet for coffee mugs. I was evicted from my home in Arcata because I kept a modest supply of medical cannabis. My medicine was discovered by a male maintenance worker snooping in a room he had no permission to be in, and he vastly exaggerated the amount he saw, attempting to paint me as a dealer. The landlord, Humboldt Housing, defended him to the hilt, and is now seeking $55,000 from me in “damages.”
A constant traveler now, using portable equipment and portable skills, I make better coffee than any establishment using a stainless steel French press ( a gift) and Bird of Paradise blend from the NorthCoast Co-op, where one can also find 16% fat half-and-half, richer than standard half-and-half, but less rich than pure cream. These two elements make the perfect cup of coffee.