"Maria is an asset to your team."

A review of Caffè Nero by Roz Crouch written on Monday 27th of November 2017

Dear Caffe Nero team.

I just wanted to take a moment and give you feedback for one of the staff at the Loughborough branch (7-8 Market Place, LE11 3EA).

The member of staff I would like to talk to you about is Maria, (I know this as I asked her earlier this morning)!

I have been visiting this branch for the last year or so (perhaps once every 2 weeks on average). Almost every time I have been in, I have noticed Maria as she has always stood out as an exceptional member of staff. I have however only actually been served by her a couple of times as I seem to be served by one of her varying colleagues on the majority of my visits.

Coming from a background of being a Regional Training Manager for Nandos, I cant help but pay attention to all staff in all hospitality industries, and I guess to a certain extent 'judge' their skills, customer service and competency. I would say this is subconscious as it has taken me a year to actually fully appreciate Maria for who is, and realise that I have been feeling that way for a long time! (Especially as I have so rarely been served by her).

From my subconscious acknowledgment and appreciation towards her over this period time, I honestly think she is a huge asset to you. I say this for a number of reasons:

•She has a natural brilliant, genuine, care for her customers.

•She is always smiling (and has smiled at me when we have caught eyes, even when she has not been serving me directly).

•Her natural customer service (it never seems forced or fake).

•Her ability to multi-task.

•Her ability to support other members of staff during busy times, without looking or giving off an impression that she is overwhelmed by this (in my eyes she is clearly the leader in these situations).

•Her drinks are consistently professionally made.

•Her ability to train other members of staff (I don't know what her title e.g. if she is an official trainer, but she does this often and well).

•She always looks professional e.g. her hair, makeup, uniform etc is always very clean and tidy (she never looks hungover or like she rushed to get to work)!

•etc

I hope this gives you a good idea of how Maria represents herself and you as a business on a general day to day basis. I am aware people may generally compliment off the back of a specific 'one-off' good experience, and I therefore hope this excels a compliment of that nature as this is consistently positive feedback from consistently good experiences, simply due to Maria.

I am happy to answer any questions you may have and really hope this email reaches both Maria and her line manager.

Thank you so much for your time reading this.

PS: I have also sent this as an email to head office in the hope it reaches the customer service team..

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