CUSTOMER SERVICE POLICY

Let Minnow Cafe can only succeed with the patronage of customers, and in particular repeat customers. As a result, taking care of our customers is our highest priority. At Let Minnow Cafe the customer always comes first!

KIDS ARE VIP’s

Dining out with children is often stressful, children misbehave, they become impatient and they make a lot of mess and noise! Each and every child seated at Let Minnow Cafe is given a kids menu, which doubles up as a colouring in page and a cup of crayons or pencils.

If children are misbehaving there are a few techniques you can use to try and assist the child to regulate and assist the parent in not being unduly stressed.

If time permits;

  1. Take them on a little tour of the colouring in wall

  2. Grab them a box of blocks from the bottom shelf

  3. Grab them a book, show them the book swap, give them something tactile to play with

If a child makes a mess we do not except parents or dinners to get down on the floor to pick up the mess. We have long handled dust brooms that do the job, and this is all about the guest experience. If you see a parent trying to clean the floor tell them that’s on us, we have long handled dust pans and we r happy to do it.

ANSWERING THE TELEPHONE

Answering the phone is everyone’s responsibility! There is a mobile phone at front counter, this should be monitored at all times, if you miss a call, call them back. Check for any text messages regularly.

When answering this phone please do so in the following manner;

Good Morning, thank you for calling Let Minnow Cafe, this (name)

CUSTOMER COMPLAINTS

Nobody enjoys being the recipient of customer complaints, but complaints are to be expected as part of being in the hospitality business. See complaints as useful, not necessarily pleasant or fun to deal with, but useful. Complaints can give us insights as to how to make our cafe better.

Demanding customers force us to be our best and resolving complaints satisfactorily can even increase customer loyalty IF they are handled properly. Be understanding when you encounter anger and hostility but don’t allow yourself to get hooked into this by an angry customer, resulting in your behaviour also becoming hostile and unproductive.

When faced with a customer complaint:

  1. Listen to the full complaint without interrupting or getting defensive

  2. If the complaint is product related, remove the offending item immediately, offer the guest to replace the meal and offer a menu to choose another item

  3. Apologise to the customer, let them know we care about our guests and want them to have the best experience possible

  4. If the customer refuses another meal let them know the charge will be removed from their account

  5. If the customer can not be appeased and continues to complain, if available grab Jules, if not tell the customer you will have the owner call them directly or offer Jules Mobile number 0410 668 584, letting them know that I take complaints seriously and want to hear from our customers about their experiences

  6. If the customer would like for Jules to contact them, take their full name, phone number and email address and send to me through to me ASAP

  7. Even if the customer does not want to be followed up, send me a message to Jules just letting her know what happened.. In short, do everything you can to let the customer know you care and that this isn ’t the kind of experience we want them to have at Let Minnow Cafe.