To give my brain a break and my creativity, some input, I decided to take a walk in a park. Not my local park - a new one.  

Heaton Park. It's one of those hidden spots which gives a beautiful lift to the East Newcastle community.  

I like supporting local businesses, so I ignored the big three and visited the park cafe, plonked myself with notepad in hand and ordered an oat milk flat white.  

What turned up was coffee(ish), but trade descriptions would be involved if it were passing itself off as a flat white.  

Two sips and I was done.  

I asked for my bill, £3.45 and handed the almost full cup back.  

Quiz time. Did the cafe: 

1. Ask why I hadn’t drank the coffee. Listened attentively when I suggested it wasn’t actually a flat white. Then offered to comp the coffee.  
 

2. Enquire if everything is ok. But I said, ‘Fine, thanks’, as I’m polite and don’t like confrontation.  

3. Say nothing. Take the £3.45 and omit to say thank you.  

No prizes if you guessed option 3.  

And I didn't for a second feel the need to tell the owner that the coffee was pants and it wasn't a flat white.  

I just made my mind up.   

I’ll never go there again.  

I teach customer service.  

And frequently talk about ‘the silent customer’.  

In fact, there's a whole chapter in my book 5 Star Service called ‘Beware the Silent Customer’.  

They're everywhere.  

They won’t say what's wrong.  

But they won't return.   

While the supplier is thinking everything's perfect. The truth is their customer has already made their mind up to spend their hard-earned money elsewhere. 

Maybe that’s you? 

The customer, not the supplier.  

As a supplier, you’d never allow a silent customer to leave you and you’ll always aim for 5-Star Service. Wouldn’t you?  

Should I have said something? Would you? What’s the alternative?   

I’d love to know your thoughts. You can leave them here.  

Michael Heppell