I interviewed Johnny Norton of Culture Espresso in midtown which is my fave coffee shop. Like most good restaurants etc he became obsessed with limiting options and creating a welcoming environment through his own experiences at Stumptown and studying danny meyer etc. In doing a ton of these interviews now I think the common denominator is that you can't cheat warmth and you actually just have to care about what your selling and the people youre selling it to.
If you wanna listen to the whole pod it's here: https://linktr.ee/danlovestochat?fbclid=PAZXh0bgNhZW0CMTEAc3J0YwZhcHBfaWQMMjU2MjgxMDQwNTU4AAGnWYtF7ULNN_qFV1vNKB9fK7DgkWYStaaN-8hHO5T5n3IP7aeT7dL9z9krdOE_aem_ur8AFZWDGi4QQgzrufjKHA
by Better_sauce
19 Comments
What he says about not trying to discourage employees from being real humans is something some owners and employers should take to heart. I know of some places that try to force interactions with customers, one I know of even having a quota, and I think it sends the wrong message about customer service and hospitality. Hearing his takes on this were refreshing
I will never not stop by Culture Espresso for their chocolate chip cookies whenever I’m in NYC.
😻😻😻😻😻🍪🍪🍪🍪🍪
Regular service is so foreign in America.
I went by there a few weeks ago when I was in NY.
I was asking an employee which of two types of Arnold Palmers I should get. She said they’re really not that much different, just pick one and try the other next time. I said, oh ok, just give me your favorite because I don’t live here.
After I paid (and tipped a normal small amount), I suddenly had both full drinks in front of me.
They were delicious, as were the cookies. I’d go back anyway when I visit next year. But her doing that made me want to actively recommend and support them.
Tip: the chocolate chip is great but their take on the black & white is the superior cookie they sell.
for what its worth he is a really nice guy – me and my wife met him recently at the shop and he was really friendly and happy to hear we loved the vegan cookie and told us he had someone especially make the oil / formula for them – if you are vegan try them they are incredible. (by someone it was a top chef at a top restaurant in new york but i forget her name).
In general he just took the time to have a chat and was a decent guy. I will always try and support a place like that.
I used to work around there and can confirm, Culture is a great coffee shop. Despite being super busy, with lines often out the door, they’re efficient and friendly.
yessss! i remember visiting Copper Mug in Williamsburg n i accidentally spilled my coffee just as he handed it to me n i was so embarrassed i started cleaning it up n the barista just looked at me. didn’t say a word or offer me another drink or help clean it up! so after a minute or so of cleaning it up i just walked off n left
Going to have to get a corn and chocolate chip cookie now.
So glad you guys like this! You can check out my Comedy and more Clips through my socials @DanielGeneen also I’m interviewing Stefano Secchi of Rezdora this week. Does anyone have any questions?
The one on 36th street has shorter lines than the one on 38th (near Bryant Park) and the same excellent cookies (and espresso)
This happened to me. Left the shop with a latte. Dude bumps right into me, all over my shirt and ground. Walked in. They handed me seltzer water, microfiber cloth and made me a brand new drink
I will always go there for cookies coffee and a smile!!
Edit: the moment you spill your cup and consider a replacement your due, you’re actually now costing the cafe money to be their customer based on your own actions. It’s nice to have a drink replaced… but by no means should it be an expectation
Man I really dislike it when people expect their items to be replaced if they drop it though. Especially if there is a line.
I have never once asked for that… I guess it’s a matter of scale… easily replaced with no issue if it’s a drip coffee… but the coffee shop is not the one who made you fail at an every day task such as holding your coffee.
It’s a different story if the coffee shop does what the culture guy is saying .. it’s part of their whole system… but yeah… Always got to me a bit.
Feels very entitled to expect your stuff to get replaced.
Ah I remember this place being an oasis in midtown years ago. I gotta go back!
Love it and the COOKIES!!!
Corn cookie supremacy
Ha! That was my MO when I worked in the service industry, but it certainly wasn’t the norm. It’s a silly theatrical performance.
My daughter and I recently visited NYC and stopped by Culture to pick up some coffee and cookies. We asked our barista where we could get a good croissant in the city, and a guy (who I now know was the owner, above!) came out from behind the counter and spent a good 15 minutes with us, writing down recommendations of places to eat based on our hotel location. I still have his list in my wallet and will definitely use it when planning our next trip. A+++ customer service and amazing cookies and coffee!
I was a big rosemary and currant scone with their coldbrew guy. I changed jobs and not in the hood anymore but that’s my favorite coffee in the city.