Running a café means ensuring a comfortable and enjoyable experience for all customers while upholding certain standards and policies. Recently, we received a review from Sergio Munoz Vegas, Kingston upon Thames, which highlighted a growing issue of unrealistic customer expectations.

Let’s dive into the details and verify how some customers, unfortunately, believe they are entitled to flout common decency to suit their convenience.

The Incident

Sergio Munoz Vegas recently visited our café during a walk and requested a takeaway meal, as stated on numerous signs, Sergio was also told we don’t offer takeaway. He had already purchased food and drink from another establishment. However at this time, we didn’t know if the packaging was empty, pending disposal, as it sometimes the case. And in these circumstances we are always happy to dispose of used packaging if needed.

Sergio made an order and decided to sit down then brazenly start drinking his coffee from another cafe. So we politely enforced to him that he couldn’t drink takeaway drinks purchased from another cafe, inside our cafe. We would’ve thought that the reasons for not permitting this type of action would be clear. Primarily, it’s just disrespectful.

This policy ensures a fair experience for all our guests, and helps us maintain our business. After all we’ve invested our heart, soul and a lot of money into creating a beautiful place for people to enjoy eating and drinking our food.

Instead of complying or understanding, Sergio chose to express indignation in a “revenge review”. This follows that typical pattern when a person’s self-entitlement meets resistance.