A chat with a coffee shop owner in Portland made me rethink customer feedback

I was talking to the owner of a small roastery about how he handles negative reviews online. He said he stopped just replying with apologies and started asking those people to come in for a free coffee and a real talk. He told me, 'The angry ones online are the ones who wanted to like you the most.' That hit different because it turned a complaint into a chance to build a real fan. How do you all handle critical feedback without just offering a discount?

2 comments

2 Comments

the_ben17h ago

Can I get a free coffee for this feedback?

nora_park7213h ago

Try asking the_ben, but free coffee for feedback is a long shot.