As a cafe owner myself, I have on the odd occasion been pulled up about my or one of my staff member's coffees, and I really do appreciate the feedback. It gives me an opportunity to fine-tune my product, or an insight into how my business is managed when I am not there. If I can improve what I do - especially without incurring any further cost (or, better still, by not losing customers, and then incurring the loss of their trade), then more power to the person who complains! Mind you, there was this one gut who said: "I think your prices are too expensive!" To which I gleefully replied: "Actually Sir, I think the problem is that you are too cheap!" ACG
