BIRDHOUSE - WORST customer care I have EVER experienced ! Post Reply

[dansk1234dance]

@cococool

word of mouth has always existed. The 'problem' today is the fact that consumers have a megaphone (internet/social media) with which they can share things. All businesses, big, small or just local have to accept this fact. We can't go back and it won't change.

As this is a country with free speech the original poster was in her right to post it on here.

You're asking what they OP was hoping for. I think she was hoping for an apology, that simple. Things go wrong all the time, but if people are apologetic we, humans, tend to forgive.

Instead of Bird House's original reply, they could have said ' you know what, you were right, and we're sorry. We have evaluated our toilet-use policies and we would like to invite you for a free cup of coffee and to apologies. Bring your daughter.'

Simple, cheap and ironically this reply would have been talked about even more because they would have handled it gracefully and given the OP what she wanted..

[Mrs Contractor Mum]

And there speaks the voice of reason - thank you dansk1234dance.

[Discodolly]

yes - spot on Dansk1234dance - summed up perfectly x

[NYE31]

Another thumbs up for dansk1234dance

[dudette]

Well there are a lot of polarised opinions on this and I hesitate to weigh in, except to say that when my daughter was not quite three she was desperate for a wee when we were in Marks and Spencers on St John's Road. Obviously there is no customer loo there but the staff were amazing and allowed us to use the staff one which involved being escorted through various locked doors that needed a security pass. QT toys on Northcote Road have also helped us out on a couple of occasions. This is not a question of entitlement, it's just about being kind and considerate to a little girl who was probably just about to wet her knickers. I once had a heavily pregnant lady I'd never met before knock on my front door and ask to use the loo and of course I let her in. I can understand why a cafe would not let an adult or older child used their facilities but a three year old can't be expected to hang on and they should have shown a bit of compassion and bent the rules. I assume the owners and staff don't have children themselves or they'd understand this a bit better.

I don't know the Birdhouse, but I can recommend the Northcote Patisserie on Northcote Road, known to regulars as "Manuel's" after it's extremely nice, friendly and hard-working owner. He exemplifies all that is good about customer service - oh, and he lets the customers go through the kitchen to use the loo.

[supergirl]

@Dudette: your last sentence was a mistake. Not because it is not true, but because there are regulations on who can and cant walk through a working kitchen. He is you doing you and others a favour, perhaps not worth mentioning on the internet where everybody (inclufing inspectors) can read. Just a thought...

[ellesmum]

Another thumbs up for dansk1234dance's reply. Something that simple could have saved a lot of negative publicity.
I, like you, Cococool, had almost decided to go and give it a try (there IS something nice about going to a quiet, child-free cafe on those rare occasions when I am shot of my own little cherub!), until I was speaking to some mums yesterday, one of whom hadn't seen this thread, and other stories about rudeness to adult customers cropped up. I believe they have quite the reputation amongst local residents. So, whilst I wouldn't want to see a business shut down as a result of this, a thread such as this one may help them to realise that they need to change their attitude and approach before they do become another casualty? Customers, and potential customers, are saying that they would like the same great coffee with equally good customer service, and, maybe, even a smile - is that really so wrong? As for letting a small child go to the toilet, do they realise that such a small, simple act of kindness could result in the parent becoming a regular, bringing their friends, and telling others about the fact that they went that extra mile? When a 3 year old (or even 4 or 5 yo!) needs to go, they need to go, and I would find it much more off putting to see a small child peeing on the street whilst I'm sipping my coffee than have them nip in to use the loo!

[daisydaisy]

A cafe is a business not a public lavatory. It's ridiculous that some parents lose sense of reality and think the world revolves around their offspring.

[ellesmum]

No, of course the world doesn't "revolve around our offspring", and if the same people were going in on a regular basis, without purchasing anything and treating it as a public convenience, then I could understand why the owners would be upset. However, whilst they don't HAVE to allow people to use their bathroom, an occasional act of kindness goes a long way. Plus, as I said before, if I was a customer, I would much prefer to NOT see a child peeing outside on the street - it would definitely put me off my tea and pastry!

[Mrs Contractor Mum]

@daisydaisy - could you be more specific? Which parent has lost sense of reality?
Parents do not think their world revolves around their offspring but for a small child, their world revolves around their parent/ carer be it for feeding or peeing.
What sort of parent does it make you if you choose to ignore your small child that wants to pee?

[daisydaisy]

Keep your hair on MrsCMum, I wouldn't. However, I would not expect a cafe to provide facilities if I were not a customer- ergo I would make a purchase. My world revolves around my child but I am not so blinkered that I expect everyone else to drop everything for him.

[ellesmum]

Sometimes it's not possible to be a customer at that precise moment. I had an "incident" when my little girl had just been potty trained, and the only place I could duck into to avoid a full on, number 2 accident was a pub. Thankfully they were wonderful and just pointed me in the right direction. I couldn't stay for a drink afterwards, not with a toddler in tow, but a few weeks later I went back with my husband and my dad for a meal. There were much closer places to go to, but as they had been so kind, I made a point of going back and bringing them more income than had I just bought a Coke at the time.
If Birdhouse, or any other cafe, allowed me to pop in with my bursting child to use the toilet, I would go back at a later date to give my custom. Custom doesn't have to be immediate.

[lemonzest]

Well as the thread's still alive and well... ellesmum makes a good point.

I was once "caught short" of a very different kind myself - went into Marius on Garratt Lane and ordered a pastry before realising I had no cash! Doh! The cashier told me not to worry about it and to pay next time - I felt awful as I explained to them that I didn't even live in Earlsfield! Anyway, next time I was in the area to visit a friend I popped in to repay my debt and bought some other treat or another. So you do remember these little kindnesses.

[Mrs Contractor Mum]

In the meantime I'll have a chocolate croissant and dig out change from my purse while my child pees on the nice coffee shop's floor .
It wasn't an expectation; she wasn't a stranger there, as a regular she expected a friendly response and asked nicely as her daughter was desperate for a pee.
She quickly learned that going in there with a child as opposed to alone meant she was treated (in)differently.
I also find it strange that prior to having a customer toilet they were happy to send their customers to the Plough to use their toilet. I wonder how they would feel if the Plough did the same to them?
Maybe a short sign up outside to say the premises are not suitable for children would help clarify things for everyone.

[supergirl]

Could we please now agree to disagree?
And please everybody do as you please, but can we put a full stop on this (tiring) story?