Chapter 5

Why is a taste complaint worth more than praise?

Vì sao lời chê vị đáng quý hơn lời khen?

The chapter's question

When a customer says the drink tastes different today, what do I do in the next five minutes?

Big idea

A taste complaint is rare data; most other people just stay silent and never come back.

In this chapter

  1. Part 5.1

    May Staff Remake It

    Are my staff allowed to remake a drink for a customer on their own judgement?

  2. Part 5.2

    Where Complaints Go

    Where are complaints about taste recorded?

  3. Part 5.3

    Three Places to Look

    Ingredients, barista, machine, in what order do I check?

  4. Part 5.4

    Closing the Loop

    After fixing it, do I go back to the person who complained?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Every Cup the Same is free to read right here.

Read in Conan School

Chapters of Every Cup the Same

  1. 1.If the taste drifted, why am I last to know?
  2. 2.A recipe in one head: asset or risk?
  3. 3.Can great technique save cheap ingredients?
  4. 4.Is daily tasting fussiness, or part of the shift?
  5. 5.Why is a taste complaint worth more than praise?