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
