If you’ve been in the café game for more than a minute, you’ve heard it:
“$6 for a coffee?”Or…“Why is brunch so expensive these days?”
With operational costs soaring in 2025 — from coffee beans to energy bills — café owners are finding themselves not just running a business but defending their prices. And while the mantra “the customer is always right” has long been sacred, today’s reality tells a different story.
Setting Boundaries Without Losing Customers
Equip Your Staff with Confident, Respectful Responses
Your team is your front line. They shouldn’t have to bear the brunt of frustrated customers.
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What to Say:
“We work with premium, locally sourced ingredients and small-batch products — it’s part of delivering quality we’re proud of.” -
What Not to Say:
Avoid defensive language like “That’s just our price” or “If you don’t like it…”
💡 Tip: Role-play common scenarios in team meetings to build confidence.
Be Transparent — Tell Your Story
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Menu Descriptions Matter: Call out specialty ingredients or craft processes directly on your menu.
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Social Media Is Your Ally: Share behind-the-scenes moments — batching drinks, sourcing ingredients, early mornings. Show the real work behind the price.
✅ People value transparency over secrecy when it comes to pricing.
Stand Firm — Know Your Value
Discounting or apologising for your pricing can damage your brand long-term. Instead:
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Offer value through quality, experience, and consistency.
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Create specials or loyalty offers that reward regulars without discounting your worth.
Premium isn’t a price — it’s an experience. Own it.
Handle Difficult Interactions with Professionalism
When faced with unreasonable or aggressive customers:
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Stay calm, acknowledge concerns, and offer information — not argument.
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Know when it’s okay to say, “We understand if this isn’t for you.”
💬 A Note on the “Hospitality Burnout” Trend
In 2025, more café owners are stepping up to protect staff and brand reputation by setting clearer boundaries with customers. Hospitality shouldn’t mean accepting abuse or unrealistic expectations.
Your reputation is built not just on service, but on how you stand by your values.
Takeaway for Café Owners
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Educate your team.
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Tell your story — often.
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Stand by your pricing.
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Protect your staff and brand.
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Explore Cashmere Syrups — the ingredient your menu deserves
