Caffe Nero

marlot

Hedgehog99 wrote: »

Do you want to pay, say, a further 5% mark-up on your coffee every time, to pay for free replacements for people who spill theirs?.

The marginal cost to the cafe is very much less than that though.

I would expect any cafe to make sure that their customer was OK (not scaled) and clear up the mess. A free replacement coffee would be going the extra mile and make me inclined to remain a customer.

boo_star

Hedgehog99 wrote: »

Do you want to pay, say, a further 5% mark-up on your coffee every time, to pay for free replacements for people who spill theirs?

They should have helped clean it up though, from their own H&S POV.

5% markup would mean that roughly 1 in 20 coffees are spilled by one customer bumping into another.

It can't be that high, surely? The floor would be absolutely drenched in the morning rush if that was the case.

A gesture of goodwill (and a member of staff mopping up the spill) would cost them practically nothing compared to losing a customer due to their bone-idleness.

FOREVER21

Not sure about free replacement, but I certainly would not have cleaned the table/ floor, just politely told an assistant and left it to them.

Football_Geek

Cafe Nero have rubbish customer service. I complained once to head office and they never even bothered to reply. I rarely go to Cafe Nero now. The service in Starbucks is much better. They know what customer service is.

System

I have been in a couple of pub chains where my drink was spilt because of a similar thing the OP had. Both times the pub gave me a new drink.

I was in McDs - meeting up with my fussy eating friend. A kid ran into the side of me whilst carrying a tray with two meals. Drink and fries everywhere. Meals were replaced with no fuss. Got an extra thing off the menu each free as had to wait to get replacements

Valli

When I worked in the bingo it was practice to replace a spilled drink without question, even if the customer themselves had spilled it.

prowla

There coffee shops can be quite close inside, can't they?
I think that them not helping clean up was neglectful and not replacing the drink was very poor.
Me, I would probably have (loudly) asked for help cleaning up; the point about someone else potentially slipping on it is a good one - they are responsible for the safety of their floor.

NBLondon

Football_Geek wrote: »

The service in Starbucks is much better. They know what customer service is.

Unfortunately - they don't know what coffee is...

morecambe.bae

Unfortunately - they don't know what coffee is...

HAHA. Yes. Contrary to your sig, you definitely thought of something witty.

dacouch

NBLondon wrote: »

Unfortunately - they don't know what coffee is...

I watched a program about marketing on BBC4 sometime ago and they were explaining that the owner of Starbucks was originally in marketing. He dreamed up Starbucks as the ultimate marketing of a coffee shop.

They interviewed the owner and he said out of defference to the home of coffee shops, they would not open a coffee shop in Italy. The presenter said after the interview that the real reason is that the Italians would not step foot in a Starbucks due to the quality of the coffee