The coffee shop issue became a hot topic of discussion recently after someone complained on his Facebook page that The Coffee House, a coffee chain once valued at billions of dong, unexpectedly sealed power outlets at several locations. This was believed to be a subtle way to drive away customers who stay too long at cafes.

Though The Coffee House issued a press release, saying that sealing some power outlets is part of its restructuring campaign, complaints by customers have stirred controversy. 

While some young people believe that café owners have the right to charge for long stays, others have threatened cafes, saying that the shops have become less attractive and they will leave for more comfortable ones.

Should there be a fee?

When visiting a café in France for the first time, Nguyen Thu Trang, a Vietnamese international student, was surprised by an unspoken rule. She said an espresso at the counter costs 1.5-2.5 euros. However, sitting at an indoor table bumps the price to 2.5-4 euros, while outdoor seating is pricier, ranging from 3.5-6 euros, or even higher at famous cafes or busy tourist spots. This shows that space and comfort come at a cost.

In Vietnam, Trang noted that there is no such fee. Takeaway and dine-in coffee prices are the same. Vietnamese customers are used to “ordering one drink and staying as long as they want.” While shop owners may be unhappy when revenue suffers, there are no clear rules limiting how long customers can stay.

Customers lingering too long, especially using the shop as a workspace or study area, eating their own food, occupying space, or requesting amenities like power outlets, can raise operating costs, while revenue from each customer remains low.

In Trang’s view, coffee shops should charge fees for such customers. “If someone stays too long without ordering more drinks, a fee is reasonable,” she said.

Vu Viet Hung, the owner of a franchised coffee shop in Thanh Xuan, Hanoi, said charging direct fees for lingering customers isn’t common in Vietnam, especially not hourly rates like in some countries. 

“Handling customers who stay long is a delicate matter. If not done tactfully, it can upset customers and harm the shop’s image,” Hung said.

According to Hung, some shops have quietly regulated customer behavior without direct fees, like limiting wifi, reducing power outlets, or lowering air conditioning in certain areas.

Starbucks, for example, limited wifi access to one hour to discourage lingering. A Highlands Coffee shop faced backlash after reminding customers to order more or leave after 60 minutes.

How to behave reasonably?

Trang believes that customers should consider ordering additional drinks or food to support the shop. It’s not just polite behavior, but also shows empathy for owners. Customers enjoy a comfortable space for work, study, or socializing, and in return, shops can improve their revenue.

A VietNamNet reader shared an experience of taking his younger brother to a university entrance exam. While waiting for the brother, he went to a café, one kilometer away, turned on his laptop and began working there. 

The reader said he stayed at the café for three hours. He felt comfortable and didn’t think too much about his long stay until there was no vacant table left.

“Though I paid for my coffee, I felt I was affecting their business. Ordering another drink made me feel comfortable again,” the reader shared.

He said that when using a coffee shop to work, to escape the heat, or for other reasons that involve staying a long time, customers should order more food or drinks.

Hung suggested that, if needed, staff can gently approach customers to either order more or give up their seats when the shop is crowded.

The key is for owners to clearly identify their target customers. If targeting workers, coffee shop owners should develop suitable spaces, and if prioritizing quick customers, they should focus on relaxation, socializing, or takeaway.

In HCM City, Hanoi, and Da Nang, many shops are adopting coworking or study cafe models, charging by the hour.

Duy Anh