Quick DM replies
- “Hi, thanks for your message. We open at [time]. See you soon.”
- “Yes, we have oat and soy milk.”
- “Yes, laptops are welcome until [time].”
Café owner toolkit
Reply to café reviews in clear, kind English.
Future customers read your replies as closely as the reviews. Short, polite, specific replies show you care. Change the bracketed parts; do not copy-paste the same line everywhere.
Ask for a review
“Thank you for coming in today. If you enjoyed your coffee, a short review helps other students find us.”
Sign: “Enjoyed your visit? A quick review helps a lot. Thank you.”
Thank a happy customer
“Thank you, [name]. We are glad you enjoyed the [item]. See you again soon.”
“Welcome to Australia! Thank you for choosing us for your first coffee.”
Mixed or fair review
“Thank you for your honest review. We are happy the coffee was good. We are sorry about the wait. We are working on faster service at [time].”
Negative review
- Reply within a day or two when you can.
- Thank, apologise for the experience, say one thing you will do, offer to talk offline.
- Do not argue, blame or reveal private details.
“Thank you for telling us. We are sorry your coffee was cold. We would like to make it right. Please email us at [email] so we can talk.”
Allergy concern
Take it offline straight away.
“Thank you for letting us know. Food safety is very important to us. Please contact us at [email/phone] so we can look into this today.”
Do not discuss medical details in public replies. Follow your local food authority’s advice.
When English was the problem
“Thank you for your feedback. We are sorry we did not explain the menu clearly. We now have a plain-English menu and signs to help.”
“We want everyone to feel welcome. Next time, point to the menu and we will help.”
Direct messages and bookings
Booking replies
- “Thank you. Your table is booked for [time] on [day]. See you then.”
- “Sorry, we are full at that time. Could you come at [time]?”
These are language tips, not legal or financial advice. For food labelling, allergen rules, surcharges, signage and trading rules, check FSANZ, your local council or state food authority, and the ACCC. Rules differ by state.