When Black & Brew opened in February of 2006, I created a statement of commitment by which our customers could hold us accountable. The purpose was to create a sense of responsibility among the staff and to open a line of communication and provide opportunities for our customers to help us improve our restaurant. Some of the best changes we've made along the way have been because of the constructive feedback our customers have sent us. Here's our promise:
Our Promise to You
At Black & Brew our ultimate goal is to create the ideal dining experience for our customers. We believe that genuine and personal customer service, a superior product offering that focuses on quality and consistency, and an inviting, comfortable atmosphere are all essential to achieving this goal. If we ever fall short of your expectations or disappoint you in any way, please let us know and we will go out of our way to make it right.
One thing that I've tried to build into the culture of our small business is the idea that the bar can always be raised. Service, product quality, ambiance and experience can and should always be improved. We are never on autopilot, we are never resting, we are ever striving for perfection. Sometimes we do make mistakes and we do fall short, but we respond quickly to resolve them because we understand that our customers deserve every bit of that effort.
Last week I sent out an e-survey to our e-mail list to get some feedback as we do from time to time. I was very encouraged by all the positive feedback we received. I was also challenged by some of the critiques you all provided. To all those that responded I say, Thank YOU for taking the time out of your day to provide us with the feedback. I will be sharing your comments with the staff and we will use them to take our operation to the next level.
In an effort to spur more conversation about how we can improve our business for our customers, I am posting the open ended responses to our survey below- positive and negative comments, unedited except to remove the names of the respondents who gave their names. If you didn't get a chance to take the survey, and you have a free moment, please let us know what you think.
Here are the responses to the question: "What would you do to improve the Black & Brew experience? Where are we falling short? What are we doing well? This is your restaurant... what would you change?"
Only thing missing is fresh bread daily, otherwise the service and food is great .
I would not change anything...the staff is very friendly, the ambience is the best in downtown and the food is fantastic. Keep it up.
Improve B&B? Is that possible??? You know I love Black and Brew...do I miss Mike and Jes? Oh...only everyday BUT you are still doing a wonderful job keeping up the service and the quality of your product. Even if I have to squeeze into a parking space (or create my own illegally), I lovingly do so because you guys are by far the best coffee shop in town. Hands down.
My family and I enjoy your restaurant! It's great for a quick bite or sitting and catching up. We particularly enjoy the chicken salad on croissant and the corn and crab chowder. High quality, fresh ingredients, and good service are hard to find these days. Keep up the good work!
Serve bread with soups. Offer more than one package of crackers with soup.
I am always very pleased when I dine at Black & Brew. The service is always exceptional and the food as well. I have never had a bad experience there! I used to work right around the corner at Wachovia and would go to Black & Brew very often. I have since moved locations and don't get to go as often as I'd like, but when I do go for lunch, it is always great!
Bring back Chicken & Dumplings. The food is great, the atmosphere is great.
I usually order on line and pick up for the office crew , around five orders per trip. Lunches are ready on time and always very good. We enjoy the soups, salads , and sandwiches.
The staff behind the register are great when there is a lunch rush but if you show up afterwords, when things have calmed down, they tend to be more interested in talking to each other. I always feel like I'm interrupting something just to place an order.
Bring back cheese danish please, for my co-worker. Otherwise, B&B is one of the best coffee/bistros I've patronized. Coffee is excellent, food is great and service is cheerful and pleasant. Nice music, too. Any long waits are due simply to the popularity of B&B. Good community partner! We ALWAYS recommend B&B to our out of town visitors!
Atmosphere is great. Lunch time is a little hectic and seating gets tight around the noon hour, but service is good and the food is tasty! A nice place to eat.
I'd love to see an extended dinner menu. Your online ordering is great. Keep up the live entertainment. Everything takes time to grow - don't give up or get discouraged.
Feature artists to add visual interest. Your food is great!
I make a carryout call at least 2 times a week with a very large order for our Executives and I have to say that I love ordering from here verses anywhere else. I am always assured that I have the correct order and nicely labeled for me, I don't have to worry if something was missed or generally incorrect. It makes lunch so much easier when we are having our Executive Meetings. Thank you ladies for taking my order over the phone and when I am there to pick up for all your hard work!!
Maybe offer some healty drink alternatives ala Golds Gym or Jamba Juice, natural sugars etc.
Actually we have not yet had the privilege of enjoying your restaurant - but we know many people who enjoy it which is why we signed up for your emails. We look forward to coming.
i would change nothing really. you have fresh, wholesome food and a reasonable cost . You have very friendly, presentable, knowledgable staff.atmosphere is great, laid back and hip (and i'm 51!). Keep up the good work.
I LOVE LOVE LOVE the specials. Especially the wedge salad and the chipotle chicken panini. Wow! All the food is incredible but I wish there was a better availability of muffins and bagels in the morning. I typically do not depend on being able to get a muffin there because the kind I want usually isn't available and I have to settle. BTW The apple one. Rock star. The staff has always been very friendly and professional. Please don't ever let that slack!
I would add a type of chef salad and more variety of soups. I love the broccoli and cheese soup and the chicken salad.
you feel completely short on the item i picked which was i beleive it was called a veggie sandwich. there was one slice of tomato and maybe two thin leafs of lettuce, approx one lite teas. of cheese, unacceptable.
Since you asked...1. More variety of soups in the cooler months; and 2. How about allowing local artists' tasteful (PG) rated paintings on the walls, and available for sale; 3. Business card exchange
Coffee is great and the food is good and the comedy nights are fun.
Should offer a lighter lunch for people who don't eat so much. Your salads are large enough for 2 people. I can't afford to buy lunch that would be wasted.
I'd like it if you offered at least one hot entree. One small complaint--it would be nice to get a good strong cup of decaf coffee. Oftentimes the brewed decaf is too weak. I like strong bold tasting coffee; I just can't have the caffeine. Overall, I love your restaurant--the service, the servers, the decor, the vibe-- and I recommend you all to everyone. Thanks for being a great coffee house and bistro.
Add a few gluten free items on your menu!!!
Bring back the frequent buyer cards, otherwise everything is good. I enjoy the food and atmosphere and employees are always friendly.
WE JUST MOVED HERE A MONTH AGO FROM NW SEATTLE AREA. YOU ARE THE ONLY COFFEE HOUSE WE HAVE FOUND THAT IS LIKE WE ARE USED TOO. KEEP UP THE GOOD WORK.
you have it all, great food and service. wonderful location
Chicken Caesar Wrap was great...however, it should be on the menu. It was starting to catch on. If prep time was the prob, perhaps there is a way to solve that... The Roasted Tomato Bisque is great...would like to have it more often.
Wine is a bit pricey compared to other restaurants. I've heard others comment the same. Service is fantastic as always. Very friendly environment. Hours are good. Meltaway still one of the best. Keep up the good work! :)
I like it the way it is. You are doing well.
I like micro brew beers and listening to live music on weekends
Your staff are wonderful: friendly, caring, helpful. I like the catchy names for the seasonal coffee drinks. I also like that when I ask, "can you do this....," staff says, "yes!" Keep up the chocolate cake. You are usually fairly fast in filling walk-up orders. Don't change? Your location! Ever!!! Thank you!
That Tom Young ROCKS on Sundays. He's the bees knees.
I would put the food menu and pricing on the wall, or I'm completly out of tune and simply never saw the menu. I've been to your place, and I did'nt know you had a food menu. I always come in after 5/6 or so. I will try your food, based what the critic said in the Ledger. Your business sounds like another Panera Bread Co., especally with the "U pik 2" offer which is exactly what I order. I would not be so happy if I was charged more for a cream based soup, and is it really true that I can't get your #1 sandwich on the pick 2 deal. This makes no sense to me at this point, but I've never even tried it. Your staff seems well trained, kind, and helpful. Put some large pictures of your food on the walls. I really enjoy your place, and will always continue to be your customer.
The service is EXCELLENT, and the employees are always very polite and accomodating . The only problem I have had would be the quality of some of the dishes, like the salads in particular. I enjoy salads, and am not terribly picky (as I enjoy them in a number of places, even fast food restaurants), but the salads here are simply not very good. The salads tend not to have enough toppings and seem more like just eating mostly naked lettuce. The other thing I would suggest, might be offering a bread bowl for sale with your soup items. Most of us soup eaters truly enjoy those and I know I would order it more often if you offered this. Despite these 2 suggestions, please know I am a regular customer (in at least 1X/week) and I enjoy your restaurant (and sandwiches) a great deal.
We usually come in on Fridays for lunch. The girls at the register have gotten to know us what we normally order and are very friendly.
can't think of a thing to change.
DON'T CARE FOR THE FOOD SO MUCH SO I JUST GET BEVERAGES.
Hey guys! Just want to say how much I love Black n Brew! Ever since it opened I've been coming for your coffee and soups, and now you offer soo much more! it's awesome! The only thing I can say is - I was there this past sunday and I understand how sunday can be a very busy day. But I ordered a cold sandwich (Chicken club) and it took 30 min and it was a too go order! Just something I thought u should know... and why no breakfast sandwiches on the weekends... thats a bummer! But really great service otherwise! Keep up the great work!
Some lower fat/calorie options would be wonderful. Service is friendly, but it would be great if it could be a bit faster - especially at lunchtime.
You guys are great. The ladies that work there are lways on the ball. No complaints here. Keep up the great work. Food is so freash and very clean. Coffee isthe best , so many to choose from.
you send coupons but their geared towards the blackberry folks. I don't twitter or face book. the usual coupon last less than 12 hours it seems.
You all do a great job - staff is friendly and efficient. The restaurant is always clean. The food is great! My experience has always been very good. Keep up the good work!