Caring for Upset Customers in the Restaurant

Caring for Upset Customers in the Restaurant

Why Do Customers Complain?

Even if all food service personnel do their best to please the customers that come through their doors, not everyone will find satisfaction with the service offered. Guests usually have their reasons for complaining, but it is up to the restaurant staff to rectify the problem and make a positive lasting impression. Occasionally, a customer will find something that offends their taste enough to bring it up to the server or manager. Typically, this is due to one or more of the following:

• Slow service
• Rude servers
• Inattentive servers
• Incorrect orders
• Dirty dishes
• Dirty facility
• Poor quality food and drinks

Listen and Acknowledge

When a customer has a problem, they tend to bring it up with the server, or an employee working in the Front of the House (F.O.H) first. It is this employee’s job to listen attentively. He or she must find out, as politely and compassionately as possible, what seems to be the problem. This employee should take the time to hear out the issue completely before determining what can be done. Sometimes the customer just wants to be heard, and having an employee acknowledge the issue is all it takes to settle the problem. In other cases, however, it is helpful for a manager to get involved.

Apologize

The next step is for both the server and the manager to step in and apologize. Even if the offense was not intentional—and it hardly ever is—the apology will set the guest’s mind at ease and help to dissipate the negativity.

Rectify the Problem

From here, the server or manager must do what he or she can to fix the problem. The goal is to go above and beyond the expectation so that the guest’s distaste is transformed into contentment. This can take many forms, Depending on the complaint.

• The meal is remade and comped
• The guest is given a dessert on the house
• A new server is assigned, if needed
• A coupon for a free meal is given to the guest

It always helps to compensate, or comp the food in question. However, this is no substitute for top-notch customer service. Even if a meal is compensated for a guest or a free meal coupon is given, it takes sustained attentiveness, politeness and positivity to recover the customer’s trust.

Thank the Guest

Finally, it is important to thank the guest for giving you the opportunity to repair the problem. Training your servers to always thank the customers simply for coming in will do wonders.

Correct the Situation

After all is mended, the manager should take the time to debrief the team tactfully, so as not to place blame. Communicating the circumstances helps to assess the situation, preventing the same thing from happening in the future.

Edited By-Mir Niaz Morshed

Staff Training: Restaurant Server Guidelines

Staff Training: Restaurant Server Guidelines

Most fine dining and casual dining restaurants employ a wait staff to serve and care for the patrons. Servers are an essential part of your concept; they deliver the positive attitude and respect that create a memorable experience for dining guests. Just as a manager should expect a top-notch server, servers need solid training and ongoing support to succeed.

Initial Training

Start your new employees off on the right foot with an organized approach for staff training. And be sure to include new hires with years of experience into your training program. They will need an orientation to how your restaurant works, how your management style works and the level of service you expect for each guest. Focus on the following areas to keep a streamlined approach for every new employee:

Restaurant concept

Inform your employees of the history and other interesting facts about the restaurant. Often the restaurant name, founder, owner or structure will have some special meaning or interest value which can engage the patrons and make them feel like part of the concept itself.

Restaurant Layout

Servers spend their entire shifts on their feet, moving quickly between the kitchen and the dining room floor. Proper orientation to the layout of the restaurant, including restrooms, emergency exits, storage rooms, kitchen space and dining room arrangement are important to a server’s speed and comfort in the restaurant environment.

Menu knowledge

 Managers often provide new servers the opportunity to taste several items on the menu before serving them. In order to sell the items, it is essential that servers sample as much as possible so they can suggest a favorite or describe the flavors of the special. Additionally, guests often want to know the nutritional information of dishes, or how they are prepared.

Etiquette

Proper service etiquette is paramount to a memorable dining experience. Servers must be adequately trained in exceptional customer care before they begin working shifts. Provide opportunities to practice proper serving techniques and etiquette by engaging in role-modeling exercises, or by pairing more experienced workers with new ones. Emphasize the desirable traits in a restaurant employee.

For example, use the acronym S.E.R.V.I.C.E. to remind your servers of how they should portray themselves.

Shadowing

 Many restaurant owners or managers will require that all new hires spend time shadowing, or following other servers throughout one or more complete shifts. This allows the more experienced server to model proper server etiquette, menu knowledge and responsible behavior to the new hire, easing him or her into the new role.

Instill the right behaviors

Throughout the initial training period, instilling the correct behaviors in new hires is crucial. One of these crucial habits involves writing orders down. This shows a desire for precision and eliminates embarrassing, forgetful moments. Other behaviors that deserve emphasis include:

• Completing cleaning duties throughout the shift
• Helping team-mates whenever possible
• Leaving personal issues at the door

Ongoing Training

Though your experienced servers may not require intensive training sessions, ongoing training can help improve skills and address any recurring issues.

Improve suggestive selling skills

 As servers become better acquainted with the restaurant and the menu, they are able to suggest the best appetizers, the most profitable entrées and the most irresistible desserts to improve their sales. Some ideas to help guide employees in this direction include the following:

• Becoming familiar with the menu
• Learning which menu items are most profitable
• Gaining knowledge of daily specials
• Selecting favorite menu items
• Suggesting wine pairings
• Upselling menu items

Ignoring vs. Smothering a Table

 When serving a table, it is important to find the balance between ignoring the patrons and spending too much time with them. Training a server to read the attitude at a table is a good way to tell about how much attention they need. Customers who consistently look around the restaurant are probably looking for their absent server. However, customers who make minimal eye contact or continue their conversation in the server’s presence probably want less attention.

Improve Multi-Tasking Skills

At all times, servers should be considering the needs of their tables. They should be constantly aware of whether the tables need food or drinks, if the plates need clearing, and if the patrons are ready for a check. Additionally, servers should be aware of their teammates, helping to run food or refill drinks if they could use some help.

Training Methods for Restaurant Employees  

How you train your restaurant employees determines the success of your establishment. Because food service relies on customer satisfaction, your staff needs to be able to juggle the demands of the customers while properly utilizing the company’s resources.  Training your restaurant staff is an investment so do not skimp out on it because a well-trained staff can mean big dividends.  The training methods used are what determine the success of your efforts – each establishment will have their own tweaks, but in general, these methods will help you get started.  Please see the infographic below to see what we recommend.