There’s a lot that goes into a great cafe experience. Great coffee (of course). Great people. Great menu and systems. But there’s another layer that’s easy to overlook and hard to define. Ambiance. The best cafes don’t just serve coffee. They curate an experience. The moment a guest walks through the door, their senses are already forming impressions. Is it warm in here? Is the music too loud? Do I want to linger or grab and go?
Years back, I was told a simple framework to help create a welcoming, intentional space: LTMS - Lighting, Temperature, Music and Space. A simple acronym that’s a play on a PH level litmus test you may have done back in high school. Whereas this check signals whether your cafe is in balance.
L = Lighting
Lighting is one of those things you don’t think about until it’s off (pardon the pun). And when it’s not right, it changes how people feel in your space. Most customers won’t be able to tell you why, but they’ll pick up subconsciously. If your venue has natural light, use it. But don’t let it shine too bright. Harsh summer glare can make a venue feel more like a warm fishbowl than a place to sit and enjoy a brew. A simple shade or blind can soften harsher natural light without losing the feel. If you don’t have much natural light, you’re not stuck. Warm lighting can create a great mood on its own, soft, welcoming, and balanced. Bright white or cool-toned lighting might technically brighten the space, but too much of it can make the whole room feel cold and uninviting.
Lighting should work with your space. Pendant lights can look great and create focal points, just keep them clean. Dusty fittings are a silent red flag to customers. LED strips can be a subtle way to highlight retail shelves or menu boards, but use them with restraint.
A few other quick checks that matter more than you think:
- Replace dead bulbs straight away. Don’t wait.
- Flickering lights? Fix them before someone asks.
- Service areas need to be properly lit. Staff shouldn’t be pulling shots or trying to read dockets in the dark.
And if you're open into the evening, consider how your lighting shifts across the day. Lowering the lights later in the day can encourage people to linger, feel more relaxed and order another coffee.
T = Temperature
When your guests are comfortable, they stay longer, order another coffee and come back. It’s that simple.
Temperature plays a big part in that comfort and too often, it’s set based on what feels good for the team, not the guests. But let’s be clear: your staff are moving, your guests are sitting still. The room needs to be at a temperature that works for the people drinking the coffee, not the ones making it. If your team is running hot, they can always layer down or dress appropriately for the work. Guests don’t have that option. If they’re sweating through a long black or shivering in a corner booth, they’re not going to hang around.
If you’ve got outdoor seating, consider a simple fix like offering blankets during winter months. It’s a small touch that guests remember. Heating large open spaces isn’t always viable, but comfort is still possible with a bit of thought.
During summer, especially in Australia, 40°C days aren’t uncommon. On those days, setting the air con to 27°C inside can still feel like relief. Don't fall into the trap of setting the AC to 16°C. It can backfire. First, it'll drive your energy bill through the roof. Secondly, you stand a good chance of "cooking" your system, and that's a surefire way to have your Team hot under the collar and guests uncomfortable.
If air conditioning isn’t an option, think airflow. Fans, openable windows, or even propping the front door can help. Just be mindful of where that airflow hits. If your front table is getting a blast of hot or cold air every time the door opens, offer to move that guest before they ask. It’s a small move that shows you’re paying attention.
Reading the room literally is part of great service. Take a moment during the shift to check how people look. Are jackets going on mid-meal? Are guests pulling away from a draft? These are clues. Don’t wait for complaints. Adjust early.
M = Music
Music sets the vibe. It’s one of the most powerful and often most underestimated, tools in your cafe. Get it right and it lifts energy, shapes mood and supports service flow. Get it wrong and it throws everything slightly off, even if your guests can’t quite explain why (but most of your staff will be able to tell).
Start with the trading rhythm. Morning tunes should energise. Your opening team feeds off this and so will your early regulars. A slower afternoon or weekend playlist might help shift gears into a more relaxed pace. Let the mood match the music for the moment.
Pick music or genres that fit your venue’s style and brand. It certainly shouldn't be generic. Unique is great. But polarising or jarring rarely works. Guests should feel the soundtrack makes sense, not distracted or unsettled by it.
Playlists are your best friend. They ensure consistency, avoid song skips mid-track and help maintain control during busy periods. Chances are, one of your team members is passionate about music. Let them curate, but with clear guidelines.
Quality matters. Crackly speakers and harsh, tinny sound can undermine the whole experience (this is a pet peeve of mine). Invest in decent gear. If you have a larger venue, consider professional help to get the right system in place so sound fills the room without becoming overwhelming.
Read the room. If guests are leaning in to hear each other or staff are speaking louder than usual, it might be too much. Volume should support service, not fight it.
Make sure you’re using licensed music. It’s the right thing to do to support the artists and creators who help you create a great vibe.
And if your space allows, think about becoming a platform for local or emerging artists. Live acoustic sets or featured playlists can connect your venue with your community in meaningful ways.
So, is the music for your team or your guests? The truth is, it’s for both. Your staff respond to the right music for the trading period and your guests pick up on that energy. The opposite is also true. The wrong tracklist, something slow and melancholy during the morning rush, can slow your team down and set the wrong tone for the whole room.
S = Space
Space is the final check. It’s where everything else lighting, temperature and music, comes together to shape the guest experience. And it’s often the first thing your customers notice, even if they don’t realise it. This part of the LTMS checklist is about stepping into your venue as if you were a guest. Take a walk through the doors into the space before service. Does it feel like it’s ready to receive people?
Furniture should be in place, not left where it was the day before. Tables set, chairs straight, windows free of fingerprints. A quick reset changes the energy of the room. Your retail shelves should be clean, full and inviting. If they’re dusty or half-stocked, they send the wrong message before a single word is spoken. Check all the guest-facing stations. Paper straws, napkins, sugar if you offer them, keep them topped up and tidy. An empty container is a small thing, but it chips away at the overall experience. Look up, down and around. Do the plants need watering or a dust? Do the menus need a wipe? Is the specials board up to date? These little touches speak volumes about care and consistency.
Space is more than layout. It’s the atmosphere your guests step into. When it feels intentional and well looked after, people relax. When it’s off, even slightly, it creates friction. This is your last moment to make sure everything is in sync and ready for service. The best cafe experiences come from teams who take pride in every detail and understand that space is not just where things sit. It’s how people feel when they walk through the door.
When lighting, temperature, music and space come together with intention, your venue will flourish.
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This blog is part of our ongoing series on curating exceptional customer service. If you missed the last post, you can read it here: Who should you look after, your team or your customers?
And if you’d like help creating a space where both your team and customers thrive, reach out to our Cafe Network team we'd love to chat.
