Cafe Life
What to Do When a Customer Isn’t Happy
Running a café means more than just serving stellar coffee, delicious breakfast, and lazy brunch in a cosy Surry Hills setting. It means managing real human moments—like when someone walks through your doors already having a rough day, or when something doesn’t meet their expectations.
At Dad and the Frog Café, we know that even the best cafes will, from time to time, face complaints. And here’s the truth: while the customer isn’t always right, how you respond is always your responsibility.
Stay Calm, Stay Kind – Lead from the Front
You’re the owner. That means everything—from how your toast comes out to how your team handles conflict—lands on you. When a customer is unhappy, take it as a signal to investigate.
Did the system fail? Was your team under-trained or overstretched? Were expectations unclear? Every complaint is a map to a better version of your business.Your Systems Reflect Your Standards
Think of your café’s systems like a great brunch menu—clear, reliable, and built for the rush. When you start to exceed your capacity, don’t push harder—pause and set clear expectations. If wait times are long, say it. If a dish is sold out, let guests know early.
Review your service systems regularly. Update them. Test them. Then test them again. A complaint is feedback. Use it.
Train Your Team Like They’re Family
Your team is your brand. They deliver the latte art, the warm greeting, the avo toast with feta just the way someone likes it. They also deal with the heat when things go wrong. So train them. Then train them more.
Have a simple, clear process in place for handling complaints. Role-play difficult scenarios. Empower your team to listen first, de-escalate, and offer solutions. When your staff are confident, they reflect your leadership—even when you're not on the floor.
Grace Is the Standard
In a café, every detail matters—from the coffee beans to the tone of voice. That same care should apply when someone’s upset. Even if the complaint seems unfair, handling it with grace keeps the door open for a resolution—and a return visit.
Make it Easier on Everyone
Want to avoid common service complaints altogether? Start by improving the booking experience. Let guests reserve their table ahead of time and help your team manage flow better.
👉 Book a table now
Final Sip
Whether you’re serving lunch to locals, dishing up breakfast with a view, or just being your guests' go-to Surry Hills cafe for great coffee, remember this: how you handle complaints shows your true quality.
Strong systems, trained staff, and a graceful attitude will turn challenges into growth. That’s what we’re about at Dad and the Frog.
📍 96 Fitzroy St, Surry Hills, New South Wales 2010, Australia
📞 0422 809 025
🌐 www.dadandthefrog.com.au