BIGGBY COFFEE — Restaurant in Lexington

If you’re looking for a business example of what NOT to do, this is the place. The owner, Joe, only leaves careless snarky excuses on the google reviews that were about negative experiences. As an owner, you need to honor the principle that the customer is always right, no matter what it’s about. This doesn’t mean that you need to tell them that. It does mean that you need to diffuse the situation instead of making excuses and calling customers out publicly for “their mistakes”. Those two words shouldn’t even be in your vocabulary as a business owner.

In my personal experience, the coffee and food were fine. Unfortunately this tends to be canceled out by poor customer service/experience. Don’t know if it’s an employee issue or a system issue, but your employees should not be asking people if they want to leave them a tip. They need to have a system for people to select whether they want to tip discreetly to create a better experience for the customer. It IS, however, an employee issue when the girl asking for a tip apparently can’t control her face and gestures when someone decides they aren’t going to tip this time. It IS an employee issue when they ask again when they already heard you and they say, “You don’t want to tip today?”, with a telling look. I’ve seen too many reviews about the workers you hire Joe. You need to at least have a talk with them about their attitudes and lack of professionalism. These are the faces of your business; they represent you. If they act like that, we can only expect that you condone that kind of attitude. Come on now. From what I’ve seen, I don’t doubt you’ll have another snarky comment to leave on my review as well.

You say that you care about your customers. Actions speak louder than words, my friend. No more excuses. Listen to what they’re saying, especially about the people that you’re hiring....

Been twice...great coffee and nice staff. But I am trying to help the overall customer experience with what I'm about to say..which will help your return customer %. Both times I was asked verbally.."do I want to leave the girls tip?" Here's a tip.... Pay your employees a higher hourly wage so you do not have to ask your customers to tip on an already overpriced coffee. The prices are fair based on the market of gourmet coffee And that's fine. And it's also the norm to have a payment pad where it will ask for a tip. And it's fine to have a tip jar at the window. But it's not okay to verbally ask me for a tip for somebody Just doing their job of making coffee.When that is your business model. It is an uncomfortable moment as a customer and it makes me not want to choose Biggby coffee in the future. There is a tip jar there.If I choose to leave a tip also when I hand my card to the Window attendant I will ask if there is a place to leave a tip if I want to... If you are controlling the card reader , just process the payment with no tip unless the customer ask for that opportunity. This will reduce your return traffic, Whether you believe that or not, because many people do not like to be made to fill uncomfortable when they're making a purchase. Increase your hourly wage so that you do not have to ask customers for tips verbally. Honestly , trying to help you extend the life of...

Drive in and walked up to the menu where my partner and I were greeted fairly quickly. Quick to answer questions we had and got our order in. I got the coffee cake muffin and the caramel cold foam, while my partner got the Asiago bagel and the frozen butter bear. The coffee cake was nice and dense, went great with my cold foam, but then I kind of wish I went with a nice hot coffee to wash it down better. Decently good bagel with a shmear of the cream cheese, and the butter bear was delicious to my partner, but a bit too sweet for me, but it’s how he likes it.

The only unsatisfactory part of this experience was when I went to pay. The smallest bill I had on me unfortunately was a $50. I went to hand it over to the cashier and she grabbed it for a moment and before I could let go, she pushed the bill and my hand back at me and says “We can’t take that, unfortunately we’ve been burned one too many times.” Understandable, but touching me while pushing my hand (with the money still in it) back at me made me feel so uncomfortable. I was stuck for a second while trying to process what happened and just asked my partner if he could just pay for it. It rubbed me the wrong way, and still has me feeling uncomfortable. I know she probably didn’t mean for it to come off that way, but it could have been handled a little bit differently. I would return, but probably not...