Vent: Review threats over minor issues are stressing out my cafe team

Lately, at the coffee shop I manage, customers have been saying they'll post bad online reviews if we don't give them free items for small things like a slow refill. Some regulars think this is just how you get good service now, but my staff feels pressured and it hurts morale. I see both sides, but when a person yelled over a spilled drop, it felt way over the top. How do you handle when complaints turn into threats?

3 comments

3 Comments

kaibell1mo ago

Seriously, threatening a review over a spilled drop is just holding service hostage.

julia_fisher1mo ago

My friend watched a guy at a diner freak out over a tiny ketchup splash on his shirt. He demanded to speak to the manager and said he'd write a brutal online review if he didn't get his whole meal for free. The poor server was almost in tears trying to clean it up and apologize. That kind of threat totally ruins the shift for everyone working over a simple accident. Some customers just love having that leverage, it's pretty messed up lmao.

shane_mason24d ago

So what's the actual plan when someone pulls that? Just give them free stuff every time?