Specialty Department: Café

Serving Up More Than Just Coffee
Noelle Russo, café manager
North Haven, Connecticut 

Noelle Russo knows that customers visit her café for more than just the coffee.  “They can get coffee anywhere.  Customers are going to shop where they feel welcomed – and knowing that helps me deliver the best service I can, even on my worst days,” says Noelle. 

Noelle’s passion for success is evident in her quest to exceed customers’ expectations.  She is always suggesting the perfect add-on to their drink.  Proof of this lies in the numbers: The café’s third-most sold item is “Add Flavored Syrup” and the fourth is “Add Espresso Shot.”  The North Haven, CT, café has also become a popular lunch destination since the café team began suggesting the Soup & Half Sandwich combination to many of their customers and local businesses.   

As the café manager, Noelle leads by example.  She is always smiling and knows many of her regular customers by name.  Noelle says, “My team sees me put forth my best effort, and, in return, they do the same.”  Noelle ensures that her café team is trained from their first day on how to sell and the importance of helping customers create their orders.

“Whenever I visit Noelle’s café, I can sense the passion and excitement from her team,” says Field Café Operations Manager Steven Cornell.  “During a recent visit, a café server suggested ‘a warm, fresh baked blueberry scone right out of the oven.’  How could I say ‘no’ to that?” 

Noelle most enjoys interacting with her regular customers.  “They always have new stories to tell and chatting with them puts me in a positive mood.  When our café is experiencing a particularly busy day, their warm ‘hellos’ give me that split-second rest that I need.”  In fact, Noelle’s favorite customer moment involves one of her regulars – a motivational speaker that visits the café at least twice a week.  The customer was dispensing advice to his companion and Noelle asked if he had any advice for her.  The customer jokingly responded, “Oh, honey, there is no hope for you!”