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March 🤔: coffee shops, conflict, and employee experience

From our Remote Works Monthly Newsletter. Sign-up today here.


This month’s reflection is brought to you by Ali from a coffee shop (of course!) 


For the past couple of weeks, I’ve been traveling around the digital nomad hot spot of Europe—Portugal. I remember the last time I was here, circa 2018, Lisbon was full of energy and coffee shops, which, as our longtime followers know, are critical for my favorite productivity hack. This year, the differences could be felt in the busier streets and crowded squares, and even more so in this dance I witnessed between cafe owners, their rules, and remote workers. I’ve read articles about tension between these two groups post-pandemic and wondered why we can’t just all get along.

 

The motivation behind this reflection occurred a few days ago. It was 2 p.m., the normal lunch rush had passed, and yet my partner and I were hungry after spending the morning exploring our new base and settling into work. We decided to venture into a cafe that came highly recommended and even promoted itself as coworking-friendly on its website. Upon arrival, the one designated coworking table was full and the rest of the space was empty. Even after explaining that we wanted to order a full lunch, chat with each other, and only do some casual work on our laptops during the duration of our meal, we were refused entry unless we inserted ourselves into the designated space. 


We felt it would have been disruptive to the other workers to eat and chat while they were focused, and not enjoyable for us to eat in a small, cramped space, so we left. Another cafe earlier this week had a blanket 10-euro minimum spend regardless if you were there one hour or one day. The rule changed my behavior; I only went once during my entire visit, when I wanted to spend several hours there instead of visiting more times throughout the week with partner and other friends. 


For me, this experience brought up lots of criticisms, questions, and thoughts, and while the goal of this reflection is not to solve the coffee/coworking problem (though I am happy to help with that, too), my final list of reflections made me realize that similar issues are challenging remote companies today as well! Thoughts like: The rules for remote work in coffee shops don’t make any sense because they… 

  • Do not address all the use cases: There is usually a one-size-fits-all rule (e.g., a designated work table or minimum spend) that ignores why people are coming to spend time in the cafe to begin with: Individual workers, people working with friends, people working while eating, people studying, and people having business meetings. Everyone has different needs in using the space.

  • Are not intentional: The rules often focus on solving short-term commercial problems rather than long-term gains. Cafe owners are trying to grasp at any rule to limit loitering or abuse by remote workers looking to spend hours there in exchange for a $3 cup of coffee. Instead of starting with the rule, owners of these spaces should start with the why. If they are concerned about the space being used by non-workers in an enjoyable environment, that can lead to different solutions than if the concern is around the cost per table and their commercial goals. Also, the long-term benefits of a remote worker with a good experience, bringing others, starting with a coffee and later having a full meal is often overlooked by these impersonal rules. 

  • Set expectations without collaboration: Instead of being directive, cafe workers should have a conversation with guests about their needs. Are they there for a short visit? Is there any potential that they might want a snack later? Could they bring potential guests later on? Use visual clues stating these expectations, such as reminders to share space during busy times, and use feedback to create simple (and flexible) rules.


These same issues come up when thinking about company culture and employee experience. If you have been trying to force employees back into an office with “coffee shop rules” (read: superficial rules), such as in-office days are Tuesday, think back to what you are trying to achieve and why it is important. 


REFLECTION QUESTIONS

  1. Your team is your user; what experiences are you trying to create? 

  2. What behaviors are you trying to encourage, and why? 

  3. How can you set expectations or simple rules to encourage these standard operating behaviors?

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