「これ２つ、ちょうだい。いくらなの？」
「････」。
「値段を貼っておかないと分からないわよ」
お客さんの顔は「しょうがないわね」と言っている。
また別のお客さんがお会計をする場面。
「えっと･･･」。
少し時間は掛かるが、暗算はしっかりできるメンバーが対応しているのだが、お客さんは不安顔になっている。
「300円渡して、260円だから、おつりは40円」。
お客さん自身が計算し、おつりを受け取っていく。
カフェ＆ベーカリー「ぷかぷか」のオープンは、あと１週間ほどに迫っている。
厨房では、パンの製造に試行錯誤。
厨房のスタッフによると、天然酵母を使っているため、毎日、焼き上がりが異なり、なかなか思うようには出来あがらない。お店で販売するには、いつも一定の水準以上の商品が焼きあがるようにすることが必要だが、今の段階では「焼きあがりを見るまで安心できない」状態にあるという。この日は、食パンのほか、ロールパンやアンパン、揚げパン、カレーパンなどさまざまなパンを試しに焼いたが、焼きあがりの時間帯は、かなり張り詰めた空気が漂っていた。
店舗のほうは、まだ、完成していない。パンを販売する部分の仕上げに、まだ少し時間がかかりそうだ。この日は、工事中の店舗の一角にパイプ机に並べて、出来上がったパンを販売した。午前11時30分から午後２時ごろまでの時間限定の試験的な販売だ。
「おぃしーパンは、いかがですかぁ?」
メンバーのひとりが、お店の前に立ち、通りを歩いている人に向かって声を掛ける。
小雨混じりの冷たい風が吹く日だったが、元気のよい声が響きわたる。その声に引き寄せられるように、お店のほうへ足を向けてくれる人がいた。
製造するパンの種類や内容はまだ流動的で、パンの種類や内容は、毎日、変わる。パンの種類が変われば、それにともない、価格も変わる。
このため、パンを並べ始めた時点では、スタッフがそれぞれのパンの値段を確認できていなかった。お客さんから「いくらなの？」と尋ねられてから、値段を確認しにいったり、商品の大きさに適当なビニール袋がすぐに見つからず、ばたばたと対応していた。
「値段は、はっきり分かる」「販売やお会計で、お客さんを待たせない」。
こうしたことを求めているお客さんは、試験的な販売とはいえ、「ぷかぷか」の対応の不十分さに不満を感じていただろう。わずかだが、そういう不満を滲ませているように見えたお客さんがいた。
一方で、「そこの保育園に子どもを預けているんですけど、何のお店ができるのか、子どもと楽しみにしていたんです」と声を掛けてくれる人。
「オープンは、いつなんですか？」と期待を持って尋ねてくれる人。
「あれも１つ、これも１つ」とさまざまなパンを購入してくれる人もいた。
あるお客さんは最初は急いでいる様子だったが、障害のあるメンバーが対応していることが分かると、少し時間が掛かことを受け止め、待つ姿勢に切り替えてくれたようにも見えた。
お客さんは、千差万別だ。
数時間の販売だったが、そんなことを実感した。
いろいろな要求を持っているお客さんたちから、「このお店は、いいね」「また、買いに来るよ」と口々に言ってもらうには、どんなことが必要だろうか？。
パンの製造から販売までの、1つひとつの工程で、細かい努力を積み重ねていくことだろうか。
たしかに、一般にあるパン屋さんと比べて見劣りしない対応、サービスは必要かもしれない。
しかし、すべてが同じでなくてもよいのかもしれない、とも思う。
たとえば、お会計では、金銭の計算を間違えずにできることが大事だが、間違いなくできるなら、ほんの少し余計に時間が掛かってもよいのではないだろうか。
「緊張するので、ほんの少し時間はいただきます。しかし、しっかり会計します」ということをお客さんに理解してもらい、安心して待ってもらえる工夫をする。そんな工夫があり、お客さんに納得して待っていただけたなら、他のお店と同じようなお会計の「素早さ」は追求しなくてよいのかもしれない。
メンバーのみんなが頑張っている様子を見て、そんなことを考えた。
「ぷかぷか」に流れている時間は、他の多くのパン屋さんに流れてる時間と異なるかもしれないが、その時間の流れをお客さんに共有してもらえると、これまであったお客さんの不満が不満ではなくなるのかもしれない。
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