The "crisis PR" of the cafe: what should customers do to comment on a business trip?

On Monday morning, we have to talk about a "heavy" topic-"bad reviews".

The most tiring thing is to receive "bad comments", "how come there are always so many questions!"

What is even more desperate than this is to be blacklisted in the hearts of customers and locked up in a small dark room forever.

Before that, let's take a look at how cafes do a good job of "crisis public relations"--

"inexplicable" was given a bad review?

Compared to "the product is too bad" and "the price is too outrageous" (after all, the customer has made his own choice), sometimes he is given a bad review for "doing nothing"?

In fact, it is often the tiny details that tend to leave a bad impression.

one

The reception is not timely.

When the customer enters the store, there is no welcome; when the customer is looking for a place, there is no guidance; the customer sits down and no one orders.

Well, if the customer leaves, you probably won't see it either.

"it was a very important date, and I chose the place carefully, but it was very awkward when I sat down and left no one to answer me for a long time."

Looking forward to the success of the blind date.

After ▲ went there full of anticipation, no one paid any attention to it, and the psychological gap was not so big.

The risk of making customers feel "losing face" is actually quite serious, and it is easy to lose this order without ordering anything.

Ordering food at the bar is not absolutely "safe".

Sister Kang went to a milk tea shop, and there was a mess in front of the cashier's area. She couldn't find a place to order, and of course there was no one to guide her. It was a weekend afternoon and it was understandable that there were too many people and not enough clerks in the small shop.

However, when he finally arrived at the bar in the middle of the gap, the cashier saw you with an impatient expression--

The money is really heartbreaking.

two

I don't know.

"there is a coffee shop with a good environment at the gate of the community. I went with my friends and thought about matching a dessert. I chose a good-looking one, but no clerk could name it, and I didn't know what flavor it was! ┑, is that my problem? "┍."

-- Xiao F, who hasn't figured it out yet.

Well, is this the dessert chef's creative work directly on the shelves?

This is closely related to the awareness of training.

There may be more part-time employees in cafes when they are busy. Even if it is impossible to require all employees to know all the products in the store, at least take into account that when employees do not understand, they can have a set of professional arguments. In order to ask professional baristas, dessert chefs to answer.

▲ carefully records the questions that customers may ask, and prepares a set of words that can be used at any time.

Professionally, the stores of some enterprises have done a good job--

Carmen once reported that Dayi Tea Court, the taste of the product to the practice, almost any shop assistant can run the process. Even, they are willing to make a free drink for employees to satisfy customers' thirst for knowledge.

three

The product has foreign body.

Having a foreign body is indeed a taboo, especially in cafes with meals, where a dish is delicious to 100 points, and a hair can directly fail.

It is worth noting that in order to correct the understanding of the "foreign body", Sister Fang learned from the professionals that the steel ball debris in a dish is a foreign body, so a small piece of fruit in the coffee is not a foreign body?

No matter how good the ▲ is, as long as it has nothing to do with the product, it is a foreign body.

As long as it is not something that should be in this product, it is a foreign body.

Once the customer has proposed and confirmed, actively carry out the replacement, this is a good way to deal with things while taking into account the cost.

A small tip is that the products to be replaced are first made by the bar / back kitchen, and after the new ones are brought up, the original ones are taken away from the customer's desk, and the customer's trust and goodness will be up.

four

The smell is unbearable.

If it takes a while for customers to feel the smell, the smell cannot be hidden from entering the store.

For some coffee lovers, there is no obvious coffee flavor when entering the shop during business hours, so the shop is basically Pass. Not to mention, the smell of lampblack from the kitchen, and even the smell from the bathroom.

"smell is an important standard. I went to a store and planned to sit all afternoon, but the fragrance was suddenly thick and faint, but later it made people feel dizzy, so I had to leave."

Little N, who often works in a coffee shop.

Three steps to deal with bad reviews

one

Think clearly: customers who have opinions are the most valuable.

Don't frown when you meet a customer who likes to give advice.

To figure it out, apart from those who specialize in finding fault, customers who are willing to comment and leave messages have to wish your coffee shop is better!

▲, as long as it is not unreasonable, customers who are willing to give advice are the true love.

Sister Kang has heard people in the industry say that only 4% of the guests in the cafe may be particularly loyal customers, 90% are more random, and 6% are willing to put forward their opinions.

Precisely these 6% are more likely to be converted into loyal customers than 90%.

Because when they express their suggestions and grievances, they give you a chance to keep them.

two

Quick action: quick rescue

Problems that can be solved on the spot must be solved on the spot.

On the one hand, face-to-face is often the fastest and most effective way to deal with such problems.

In addition, today, when we have "big killers" such as Weibo and moments, when a customer's opinion is not resolved in time, he complains to ten friends, and if some of his friends spread it again, it will be more difficult to make a remedy after the matter is fermented.

▲ customers actively advertise how popular they are in moments, and how terrible it is to post bad reviews.

three

Set a good position: "bad review" can only be a bad influence?

No one wants to see "bad reviews", but when they appear, they should respond from three aspects: solve things, reverse the bad impressions in the minds of bad customers, and show other customers the right attitude.

There are a lot of articles about teaching methodology online, "friend style" and "easy humor style", and there are even many cases of using "bad reviews" to write articles.

Once read the news that there is an Italian restaurant in San Francisco that has made efforts for the "worst reputation" and advised customers to give the restaurant the lowest one-star bad rating on the review website.

As a result, "bad reviews" leave a wide variety of messages, and a lot of customers come to admire them, but it is increasingly difficult to distinguish this playful participation from real bad reviews.

The marketing effect has been achieved, but is it a bit "smart" to do so?

Conclusion

Having said so much, what if I really get a "bad review" on the Internet?

Respond attentively, talk about things on a case-by-case basis, avoid hostility and show sincerity.

The improvement of the improvement, the coffee shop business ideas have an impact, do not be too easily swayed.

However, each reply is "Hello, dear customers!" Thank you for your comments and valuable comments, and we will improve them in time. "as a result, a year has passed and everything has been business as usual.

Please, you'd better stay aloof.