As a cafe owner or barista, you have the power to inspire positive change by simply talking to customers about reusable cups. It really is the best way to encourage them to use it!

In the words of one of our members:

“One of the biggest challenges with reusables is getting people to use them! You could offer the best system available, but if you don’t promote it, no one will use it. The best way we found was just talking to our customers. It created a conversation, it was something nice to talk about, it helped educate them and it helped let them know we were on the side of the planet”.

Susie Parker – Owner, Morning Glory Cafe.

Here are some ways (with video examples) you can have these important conversations.

1. EDUCATE YOURSELF AND YOUR TEAM

Before starting the conversation with customers, ensure you and your team understand the key reasons why reusable cups matter:

• Environmental impact: Disposable cups contribute heavily to landfill waste, and even “compostable” cups need industrial facilities to break down.
  
• Resource use: Producing disposable cups uses significant water, energy, and raw materials.
  
• Climate change: Reducing single-use items cuts the carbon footprint from their production, transport, and disposal.
  

Being informed helps you speak confidently and answer any customer questions.

2. MAKE IT PART OF YOUR CAFE CULTURE

When customers enter, they should immediately see your eco-friendly approach. Here’s how:

• Signage: Use clear, positive signs at the counter or entrance, encouraging reusable cups with messages like “Help Reduce Waste, One Cup at a Time!”
  
• Incentives: Offer discounts or a loyalty program for those who reuse.
  
• Reusable options: Provide loaner or for-sale reusable items for those who forget.
  

By integrating sustainability into your cafe, you’ll inspire conversations about the value of reusable cups.

3. LEAD CONVERSATIONS WITH POSITIVITY

Focus on a positive, friendly approach, emphasising what customers can do to make a difference. Here are some ways to start the conversation:

• Friendly reminders: If a customer regularly comes in without a reusable cup, “Hey, did you know we offer a discount when you bring your own cup?”
  
• Cheeky reminder: For regular customers who you have a good relationship with “Hey, you forgot your cup again, how could you!?”
  
• Highlight impact: Share simple stats, like “Did you know if you switch to a reusable cup, you can save over 300 single-use cups from going to landfill each year?”
  
• Celebrate small wins: When customers bring in their reusable cups, acknowledge their efforts, “thanks for bringing your cup today—every bit helps!”
  
  

4. BE PREPARED FOR QUESTIONS OR PUSHBACK

Some customers might not be familiar with the environmental impact of disposable cups, or may have concerns about convenience or hygiene. Be prepared with responses that are respectful and encouraging:

• Convenience concerns: “It might seem like a hassle at first, but keeping a reusable cup in your bag or car can make it super easy!”
  
• Hygiene questions: “We take hygiene seriously, and rest assured, we sanitise every cup before filling it.”
  
• Unsure of benefits: “Switching to a reusable cup might seem like a small change, but when we all do it, the collective impact is huge!”
  

5. OFFER ALTERNATIVES FOR FORGETFUL CUSTOMERS

We all forget things from time to time, so it’s important to have a plan for those who leave their reusable cups at home. Consider offering:

• A “borrow a cup” program: Customers can take a reusable cup and return it next time.
  
• Stylish, branded reusable cups for sale: Put these near the counter as an easy option for those who want to make the switch.
  
• Use dine-in cups: Use these for all customers staying, or add a surcharge for disposable cups for dine-in. Some customers request disposables for dine-in thinking they’re helping staff, unaware of how efficient modern dishwashers are. By adding a surcharge you’re helping them question those assumptions. 
  

Providing easy alternatives ensures that customers don’t feel penalised for forgetting their cup but instead feel supported in their sustainability journey.

THE BOTTOM LINE

Talking to customers about reuse is not just about reducing waste – it’s about building relationships, creating awareness, and fostering a sense of shared responsibility. 

By leading the conversation with positivity and offering practical solutions, you can inspire your customers to follow your lead.