what’s so bad about the l.a. times coffee article?
May 3, 2010 – 9:53 pmit stings to be told how to properly drink a macchiato.
it also stings to be told your espresso tastes like “bitter … burned citrus peel.”
sprodown!
alas, the offense on both sides was avoidable — and, to this reader’s eye, the fault of intelligentsia’s “good guys.” which isn’t to say they could have done anything about this rankled customer. but maybe they could’ve! safe to say this blog does not agree with tweeting coffee persons who think that l.a. times piece on emerging coffee snobbery was “bad” journalism.
the piece wasn’t postured as even-handed, facts-only reporting … it was first-person, opinionated viewpoint. which means only this: a person who takes the trouble to go to a high-end coffee bar on the way home was put off by the way she was treated, didn’t like how her coffee tasted — and was so frustrated by the overall experience she was spurred to ask (in writing) What It All Means.
what’s wrong with that? this person may or may not be “informed.” she may have been emotional after being told such-and-such about macchiatos. her pontifications may not be especially revelatory to specialty coffee persons. but if a thinking customer has such a reaction to one of l.a.’s acclaimed coffee joints, then i for one want to know. and if this person can write it fluently, and explain it lucidly, then i would like to read it. and what it seems like is that an intelly barista didn’t have to use an “icy tone” while refusing to make a macchiato to go. nor did he have to serve “bitter” coffee. and if neither of these things really happened — then i still want to know if that’s what it seemed like to the customer. to ignore that viewpoint is to seal one’s self in an insider’s doom machine.
my father had a similarly icy and totally rude experience at san francisco’s blue bottle (after searching out the place on my recommendation), and, at the time, i wrote that the shop appeared to have gone so endo on its coffee that it forgot how to effectively introduce people to it. a lot of customers are jerks, sure. but if a shop serves its coffee so much that it forgets to effectively serve the people who buy it, then this strikes me as a sign that the movement is ultimately self limiting. we risk liking coffee too much and people not enough.
this blog, obviously, appreciates the intelly stuff. it would be almost too fun to point out to the l.a. times writer that an intelly barista has won two straight national championships as scored primarily by, you know, taste. and yet, weirdly, i’ve had more than one friend come back from chicago or l.a. and describe an intelly beverage as “ashy” or “acrid.” this is always a bit stunning, but these are always fairly experienced consumers, people who drink regularly off my home bar and sample coffee and crema’s stuff and know counter culture coffees fairly well — but who can’t suffer some random cup from one of the best-known bars in the country.
there’s no accounting for taste, or the occasional bad cup. but it’s certainly worthwhile to think about it. to demand that mainstream journalism always “get it” on specialty coffee — to assume it should reflect an insider’s values — is to use the same logic the tea partiers or the salon bloggers use when insisting that only their view of a political story should be covered.
now, snitty quote-fests about a $25 cup of n.y.c. coffee, or whiny jibes about coffee “culture wars” — those are “bad” journalism.
16 Responses to “what’s so bad about the l.a. times coffee article?”
@sprobro I agree with @jimseven. Awesome blog. Tough-love but true!!!
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By NickCho on May 4, 2010
@sprobro please DO NOT EVER emphasis my view point and I will happily keep reading thx (http://www.chemicallyimbalanced.org/ —on—> http://www.latimesmagazine.com/2010/05/c...)
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By aboutferguson on May 4, 2010
Blog post: what’s so bad about the l.a. times coffee piece? http://www.chemicallyimbalanced.org/2010...
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By sprobro on May 4, 2010
If you thought that was bad journalism, have a look at this:
http://weblogs.baltimoresun.com/entertainment/dining/reviews/blog/2010/04/the_13_cup_of_joe_reviewed.html
By The Onocoffee on May 4, 2010
@sprobro you should write more blog posts, cos I like them.
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By jimseven on May 4, 2010
@jimseven thanks! like most (i suspect) i’m struggling with having a life and also many of my coffee thoughts being syphoned off on twitter.
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By sprobro on May 4, 2010
@NickCho as a journalist, i hear it more and more: you don’t emphasize my viewpoint, therefore, you’re a bad journalist. it peeves.
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By sprobro on May 4, 2010
@aboutferguson haha. keep tweeting about pollyanna and the bill of rights, and i think you’ll be cool.
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By sprobro on May 4, 2010
whoa, jay. a few more cans of worms in that one. seems like another possibly avoidable situation by Spro that gave a weird, dismissive tag-team an excuse to be weird and dismissive.
By bz on May 4, 2010
People should be doing the best job that they can, working to produce the best tasting coffee they can, as often as they can.
Despite the myth of the iced-espresso story from murky coffee a couple years ago, my policy was: no espresso to go, no espresso-over-ice, no customers may change the way we make espresso (can you pull it long?), and If a customer asks for one of these, the baristas are to simply inform the customer, “i’m sorry, but we don’t serve ___, it’s against store policy.” If the customer continues to probe, “It’s just store policy.” They were not to explain the “quality reasons” for the policy.
The quality standards, including those involving what we offer and don’t offer, are about our quality principles and values. While the opportunity to “educate” is tempting, unless we know that the taste of the drink will support the standard and close to 100% of the time, it’s very, very risky. I think that the LA Times article shows what can happen when you take that risk.
So my policy at murky was that the baristas were to just blame the owner. I did not want the baristas fighting that fight with the customers, and I was happy to play the scapegoat.
By nickcho on May 4, 2010
ah, the murky incident. which makes me want to clarify that i’m not one of those customer-is-always-right types. that slogan seems an overcrassification of a much more subtle and complex idea of what it means to really serve a person.
sometimes the higher service would seem to be insisting on firm standards. but to what end? in my view, it’s FOR the customer — not for the proprietor. cross that line, and it seems like you’ve got a license to be tone deaf, jerky and self-aggrandizing at the expense of what a consumer may be thinking.
By bz on May 5, 2010
Well, i have to agree with bz that service is for the customers.
By natural skin care on Jun 6, 2010
“we risk liking coffee too much and people not enough.” Nails it on the head for me. Have to appreciate the drinker or it already sets up a bias to not like the coffee.
By Jack on Jun 14, 2010
Well said. Good to hear a bit of pro-customer stance from an artiste of the bean.
Although, hell, you don’t have to actually LIKE the people you serve … you just have to be able to like SERVING them.
Maybe: The customers that know good coffee are paying you for good coffee. The customers that don’t know good coffee are paying you for good coffee and for your graciously suffering their ignorance.
In cafe veritas,
B
By Brenner on Jun 15, 2010
customer is always right!
By Ultimate Home Business on Jun 24, 2010
Yeah I do agree customers are always right especially in this day and age with trying to have really good customer service.
By coffee girl on Jul 19, 2010