Common Ground — Restaurant in London

Updated: Google reviews are public for a reason. We all need help with something, but customers don't need a tutorial on "How to give feedback." Your business, on the other hand, could really benefit from a refresher course on "Feedback: It's Not a Personal Attack." You're welcome for today's free seminar. Updated:

Your response to my feedback on feedback only proves my point. You can't handle criticism. You just can't sit down and reflect. You absolutely have to go on the defensive and offer only a half-hearted apology.

1- Did reposting some of our cruelest reviews make you feel better?" The screenshots I posted were meant to show your responses to customer feedback. My intention was to hopefully help you see how unproductive your handling of feedback is. But you just can't because there's too much emotion involved.

2- You seem to hold the old-fashioned notion that the customer is always right, no matter how misinformed, rude, or insulting their reviews are." My review (both the original one and updated one) is neither rude nor insulting. You're just very emotional.

3- "Wow. This is a big reaction to being asked not to use your laptop." No, my reaction was to the "how." You can judge it as "big" - fine by me. Again, it just proves my point even further.

I understand that you care about your business and that it's hard. But I can't understand how you don't see how damaging your handling of feedback actually is. Many businesses were once grand and died because they simply don't listen. You don't have to do exactly what your customers are asking for, like "putting up a sign," but you can think of it as a problem to solve. It's up to you to find a solution if you want to, obviously.

Here's some unsolicited advice if you care enough to listen: going on the defensive just makes you look bad. Get a coach to help you deal with criticism better or hand over this task (reviewing reviews) to someone who can look at feedback objectively. Reviewing feedback and responding gracefully is a skill on its own.

Best of luck Original feedback:

I had brunch and then went to the coffee area to take out my laptop and plan my vacation. However, I was told that I couldn't use it. When I asked why, they said it was because it "ruins the vibes". I was surprised that planning my vacation on my laptop would ruin the vibes. When I pointed out that there was no sign on the door, the person replied with a smirk on their face, "it's on the menu". It's frustrating to be treated in a disrespectful way. You don't have to change your policies, but surely you can make sure they are visible to customers so they can make an informed decision on whether or not they want to enter the place.

Regarding how this place handles feedback:

I saw similar reviews about policies not being visible to customers and the response is always the same "We don't do big signs", "It's on the menu", "it's on our website", "it's on Instagram". Why so defensive? If different customers are providing similar feedback, perhaps it's an opportunity to reconsider?

I also read reviews where customers were complaining about staff being rude, and again, instead of simply apologising, the half apology always comes with a "but" disguised in what they like to call "providing context" ("we were busy that day", "we had temporary staff from the agency"). Feedback is a gift. You can take what you think is helpful and leave the rest. Reviews are an opportunity to improve. The responses to the reviews comes across as unprofessional and simply showcases that you can't take criticism. I feel like it might be one of the owners who responds which sometimes means there's too much emotion involved and the person responding is taking things personally and not taking a step back to look at the bigger picture.

You ruined my morning to be honest. I hope you can find it in yourself to "listen" to understand and find opportunities to grow rather than reading the reviews just to "hit back at...

I was in the middle of my sandwich and only started my coffee when the waiter came over and said ‚no screens’. i had just taken my laptop out to read an article. I understand there may be such rule to not have people sit there all day with one coffee but I was told off in the middle of the sandwich when most tables around were empty. I would have waited maybe when a client finishes a 10 quid toast! I left and will never come back. It’s not 1984.

Thank you for the response below but nowhere ever in the world I was told off for something during the meal. You can do whatever you want in your cafe, it’s yours. Luckily I have many choices and I tend to go to places where I am treated with kindness and respect. And so I will.

I consider being interrupted during the meal as being told off and your response was actually quite rude as well. I don’t appreciate being treated like a free loader which I am not. I very much support London living wage and local businesses. I dine locally a lot and not sure how how I was treated today contributes to encouraging local community to come and spend money at your cafe. In a way that you are entitled to defend your decisions and policies I am also entitled to feel the way I did. Anyone at any point can exercise common sense and judgement and that’s not what I experienced today. I think this exchange has reached its peak so take care. I still stand by...

Common Ground is a fantastic local café that has become a neighborhood favorite for good reason. It’s a warm, welcoming spot with a relaxed vibe, making it a great place to start the day or enjoy a mid-afternoon coffee break.

One of the highlights here is their vegetarian breakfast, which is excellent—well thought out, flavorful, and satisfying, even for non-vegetarians. If you’re looking for a classic fry-up with bacon and sausages, though, this isn’t the place, as they don’t serve meat. But if you’re open to plant-based options, you won’t be disappointed.

Their coffee is very good, with well-pulled espresso shots and perfectly textured milk, making it a reliable go-to for caffeine lovers. The cakes, on the other hand, can be a little hit or miss. Some are excellent, while others don’t quite hit the mark, so it might take a bit of trial and error to find your favorite.

Beyond the food and drinks, what really makes Common Ground stand out is the friendly and attentive staff. They create a welcoming atmosphere and always seem happy to be there, which makes a big difference in the overall experience.

Whether you’re after a leisurely breakfast, a quick coffee, or a cozy place to work for a while, Common Ground delivers. It’s a great spot for anyone who enjoys quality vegetarian food and a well-made cup of coffee in a laid-back setting. Definitely...