Dealing with Non-customers abuse

Need advice:  having issues with non-customers using and abusing our place of business.  We have a "please no outside food or drink" policy on door yet customers frequently bring in Starbucks, McDonalds or whatever they desire.  When asked politely to refrain from doing so again, we end up getting yelled at or bad reviews written on yelp.  Also, huge amount of people using our outside tables and chairs for Sonic and McDonalds seating even though both restaurants are far acrosss the parking lot, far far across.  Also, large amount of non-customers who come in from Sonic and McDonalds to use our bathroom, get free cups of water from water cooler and try our frozen yogurt samples.  How do I address this without coming across as that nasty coffee shop with all the rules.   (This is a previously owned business we purchased a year ago that was allowed to deteriorate and people were allowed and even encouraged to do whatever they wanted) Help.....

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Permalink Reply by Brady on May 4, 2011 at 6:10pm

Wow... sounds like a tough spot. I think this calls for clear rules and friendly yet firm enforcement.

 

I don't think there's any way you can avoid bad Yelp reviews, if that's the kind of stuff you're currently dealing with. You are "the coffee shop with all the rules"... you are not a student center, a public park, or a mall food court. You are a business. You've seen what the other approach will get you.

 

Would you be willing to lock the bathrooms, keeping the key behind the register? Put a big sign on it saying that it is for customers only?

 

If they bring in outside food, politely inform them of your policies. If they object or refuse, ask them to leave. You pay the rent... if they become abusive, call the police.

 

The key - keep your voice pleasant yet firm. Smile. You are making a reasonable request, not being the big meanie. When they leave, thank them for coming. If they confront you, make them be the unreasonable one in the situation.

 

When you are not there, close your patio. Take your chairs indoors or chain them up.

 

Make sure your staff is on the same page, and make sure that they are enforcing as well.

 

Hopefully some others that have been there will jump in with their strategies. Good luck!

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