Customers order a cup of coffee and stay all day. How do you deal with people who sit for a long time and order less?

(Dan Tri) - The story of a customer who only ordered one drink and sat using electricity all day with free wifi and air conditioning has sparked debates about how to respond to satisfy both sides.

Why did a power outlet cause a coffee shop to fall into the eye of the storm?

Stories about customers ordering only one drink but sitting all day at a coffee shop to work, using free wifi and air conditioning, although not new, often cause controversy whenever a specific case arises.

Most recently, the incident occurred at several The Coffee House locations in Ho Chi Minh City, attracting attention from the community.

According to the sharing, some customers reported that the coffee chain had secretly covered the electrical outlets in some stores. This move is said to limit the situation of customers sitting too long to study or work.

The image is said to have been taken at some branches of The Coffee House (Screenshot).

However, due to the discontinuation of a service that is familiar in many coffee shops in Vietnam today, many customers are upset.

Faced with unfavorable information, The Coffee House chain recently made an official announcement.

According to the explanation, recently, some establishments are making small adjustments to refresh the space, helping to bring a more complete experience to customers.

This process can be a bit inconvenient. Accordingly, power outlets are arranged in each area so that guests can choose the space that suits their needs. Guests who need power outlets for studying and working will have a quieter area.

However, this explanation did not help calm the crowd. Long sitting has become a feature of the F&B industry (food and beverage service industry), where customers pay from 40,000 VND for a drink to enjoy a comfortable space.

Mr. Nguyen Phong Dat, a freelancer, said that coffee shops in Vietnam provide power outlets, air conditioning, and wifi to customers in accordance with the accompanying utility services. When The Coffee House covers the power outlets, it is like taking away its role as an attractive destination for freelancers and office workers.

"In the context of fierce competition in the service industry, customers are willing to turn their backs to choose a new, more suitable place," said Mr. Dat.

How to deal with the situation of "customers sitting for a long time, ordering little"

Speaking with Dan Tri reporter, Mr. Tran Trung Hieu, an expert in the F&B industry, commented that in a constantly changing business environment, it is inevitable for businesses to adjust their strategies or operating models.

However, even a small change, if not communicated properly, can cause a serious brand image crisis.

Young people have the habit of bringing laptops to work for long periods of time at coffee shops (Photo: Nguyen Ha Nam ).

Regarding the incident at The Coffee House facility that received mixed reactions when it announced adjustments to some services, this expert commented: "It seems that the brand's marketing team did not communicate adequately from the beginning. When the crisis occurred, they officially spoke out, but it was too late."

According to Mr. Hieu, in business, change to adapt must be done appropriately and importantly. More importantly, it is necessary to communicate clearly with customers so that they understand and accompany.

"If not done properly, customers will think they are being deprived of the benefits they previously enjoyed. Especially in the service industry, where customer emotions are the deciding factor, this should not happen," he emphasized.

This is also the opinion of some experts in the F&B field when they believe that, even in difficult times, brands should communicate in the direction of "we overcome together", instead of creating the feeling of "abandoning customers".

So, in the situation of a customer "sitting long, ordering little", how should we respond to satisfy both parties?

Mr. Hieu commented that just having customers is a good sign. In this situation, instead of focusing on the issue of customers staying for a long time, train staff to show concern at the right time. For example, ask customers if they want more drinks, or invite them to try new dishes.

This approach not only cleverly increases revenue but also creates goodwill with customers. In particular, employees should not show annoyance because customers sit for a long time. A person enters the restaurant, occupies a seat, but if they are served well, they can become a loyal customer, or at least create a positive crowd effect.

"A strong brand does not only come from product quality or beautiful space, but also from the way we communicate with customers. In every change, transparency, sincerity and cleverness in communication are the keys to maintaining the trust and affection of consumers," the analyst said.

Source: https://dantri.com.vn/du-lich/khach-goi-ly-ca-phe-cam-re-ca-ngay-ung-xu-sao-voi-nguoi-ngoi-lau-goi-it-20250527225600672.htm