A customer walks into a coffee shop, steps up to the counter, and confidently says, “I’ll take a coffee.” The barista takes a steadying breath and then begins the interrogation.
“Hot or iced?”
“Uh…hot?”
“What size?”
“Oh, uh…medium.”
“Any specific roast? Light, medium, dark?”
“Um…surprise me?”
The barista glances at the growing line, hurries through the order, and hands over a cup that technically fits the customer’s request. But after one sip, the customer hands it back and says politely, “Actually, I wanted oat milk.”
Sound familiar? This coffee shop scene might seem trivial, but a similar dynamic unfolds daily in workplaces and with much higher stakes.
Brewing up Trouble
Every day, leaders assign work with expectations as vague as a generic coffee order. And every day, teams hesitate to clarify for fear of seeming unprepared, overstepping, or being that person who asks too many questions.
What happens next? The “drink” they’ve poured their time and effort into is handed over, only for the leader to say, “This isn’t what I had in mind.”
At first glance, it might seem like a minor miscommunication, but the cost of unclear expectations quickly adds up:
Money is lost on wasted supplies and time spent redoing work.
The brand takes a hit as delays create inconsistency and erode quality.
Productivity slows as employees second-guess themselves, feeling undervalued and demotivated.
Culture declines as trust breaks down—frustration replaces collaboration, and engagement drops.
NPS plummets as customers sense the disorganization and disengagement.
Ultimately, when clarity is missing, so is trust. Teams lose confidence in their leaders, customers lose patience with the organization, and suddenly, the cost of a few unsaid words becomes staggering.
The bottom line? Communication is the most budget-friendly tool in your business toolkit, but it costs far more to fix when misused or neglected.
If you want a grande apple crisp oat milk macchiato, don’t just ask for “a coffee.” And if someone asks you for coffee, don’t hesitate to ask, “What exactly do you want in it?”
Clear communication doesn’t just save time—it protects trust, maintains quality, and keeps the entire business flowing.
How to Communicate a Lattè Better
Clear communication is a two-way street, and it works best when leaders and teams each do their part. Leaders who provide clarity and teams who ask smart questions can keep the whole operation running smoother than a freshly steamed cappuccino.
Get Clear on What You Want Before You Step Up to the Counter
Baristas can’t read minds, and neither can your team. Clarity starts with intention—and it’s a shared responsibility.
Leaders: Before delegating a task or reviewing performance, ask yourself:
What does success look like?
Are there specific milestones or checkpoints?
What should this “drink” look like when handed to me?
Teams: If the “order” feels incomplete, step up with questions like:
“What does a successful outcome look like to you?”
“Is there a specific format or timeline you’re envisioning?”
“Do you have an example or reference I can follow?”
Asking these questions shows initiative, not incompetence. Clarifying now saves hours of frustration later.
Don’t Leave Them Guessing
Remember how the barista had to ask probing questions to clarify the order, which was still wrong? It’s frustrating for everyone involved, and it delays progress.
Leaders: Avoid leaving your team guessing. Be clear, concise, and specific about what you need and why.
Teams: If the details are missing, a simple “Just to clarify…” can save time, stress, and resources.
Confirm the Order Before the Espresso Starts Flowing
Baristas repeat the order before they the “brew.” Leaders should do the same.
Leaders: After assigning a task, ask your team to summarize what they heard. This creates an opportunity to adjust any misunderstandings before they become costly mistakes.
Teams: Repeating back what you’ve heard sounds like, “Just to confirm, you’re looking for [X] by [Y], with [Z] included?”
This moment of alignment ensures everyone starts on the same sip, I mean, step.
Review Your “Menu” Regularly
Coffee shops update their offerings seasonally. Similarly, expectations shift over time.
Leaders: If you ask for something new, explain what’s changed and why it matters.
Teams: Regularly check in with questions like:
“Is this still aligned with your priorities?”
“Has anything shifted since we last talked?”
A Lesson in Every Cup
Ordering coffee and leading a team have more in common than you think. Both hinge on clarity, curiosity, and alignment. Leaders who communicate their expectations clearly set their teams up for success. Teams who learn to ask smart, clarifying questions set themselves up to deliver.
But when communication breaks down, the ripple effects spread far and wide. Projects stall, deadlines are missed, resources are wasted, and trust—both internally and externally—begins to disappear.
Leaders: Don’t order “coffee” when you really want a venti apple crisp oat milk macchiato with extra foam. If you know what you want, say it. Make expectations clear, actionable, and measurable.
Teams: Don’t settle for vague directions. If something doesn’t make sense, ask:
“What does success look like?”
“Are there milestones or examples to guide this?”
When both parties take responsibility for clarity, trust grows, frustration shrinks, and the business thrives. Everyone leaves satisfied—like a perfectly brewed latte.
Because communication isn’t a soft skill—it’s a success skill. It’s the bridge between effort and results, between expectations and outcomes, and between a business that struggles and one that delivers.
Need Help?
Whether you’re a leader looking to improve your team's performance or a team member frustrated by unclear expectations, let’s talk. Book a free consultation, and together, we’ll craft a communication “menu” that works for you. After all, the best results start with clarity — and maybe a little caffeine.
Comments