This cafe playlist mistake cost them €800 weekly
Hi,
A Copenhagen café noticed something strange: customers were staying for shorter periods, despite loving the food and service. Sales per customer remained steady, but table turnover increased dramatically.
The mystery unraveled when a regular customer mentioned in passing: "I miss when we could actually talk here."
Six months earlier, the café had updated their playlist to "modern, energetic music" based on one review suggesting they needed "better ambiance." The volume had gradually crept up, and the genre shifted toward fast-paced electronic music.
Customers weren't complaining—they were simply leaving. The café had accidentally transformed from a conversation-friendly space into a grab-and-go environment.
After reverting to softer, conversational-friendly music, average customer dwell time returned to 45 minutes from 23 minutes. Weekly revenue increased by €800 as customers ordered second drinks and stayed for dessert.
Sometimes the most valuable feedback isn't what customers say—it's what they do. Your environment speaks louder than your menu, and customers vote with their feet before they vote with their reviews.
Kind regards,
George
Customer Experience Consultant
P.S - These letters, stats and stories aren't some magic one-size-fits-all solution. But they will definitely help your thoughts to understand your customer from different perspectives.
