The damage caused by such reviews to a café’s reputation can be severe. Rather than blogging or posting their feedback, wouldn’t it be more constructive to provide the feedback direct to your waiter or a manager? At least this way the café can try to rectify the issue. When word of mouth is such a powerful tool, how do you monitor the experience your customers are having?Manage staff attitudes: ensure your staff are aware that their attitudes shine through. If they’re annoyed with something, your customers might experience a shortness that can be interpreted as rude.
Be conducive to customer feedback: ask your customers for feedback and make it easy for them to provide it. Ensure they’re aware you intend to use the feedback to improve your business.
Focus on continual improvement: we get better by solving issues. By using customer feedback as the foundation of improvement, you know you’re working on the right issues.
Communication: share the customer feedback. This ensures staff are aware of the areas of improvement, as well as areas that are performing well. Share the changes made with your customers.

Di Bella Coffee employs these steps regularly. I’m known for contacting customers to obtain feedback, which ensures I’m often the first to know of any problems and can rectify the situation immediately. Di Bella customers are asked to use the brand’s social media sites to provide feedback – even a negative comment can be used to highlight our dedication to the customer when handled correctly.

Di Bella Coffee also asks the question – why don’t you choose us? The answers received have been the basis for many of the company’s innovations. By harnessing constructive criticism, you can improve your business. You can also gain customers through handling destructive opinions to your advantage. Encourage customers to be part of the change that they want to see!