Anyone who has ever worked at a restaurant knows that difficult patrons come with the territory. Some customers will complain about getting the wrong order, if there is slow service or any number of other reasons. When this happens, it is crucial for your waiters and manager to know how to react.
Listen and Apologize
Listening is an important skill you should teach all your staff members. Some customers just want to vent, so make sure your waiters and hosts listen to the problem to get as many details as possible. After the customer has finished, it is important to apologize. Even if the issue is not even an issue or is something that the customer actually caused, it is important to offer an apology to be polite.
Rectify the Situation
After an apology is given, something should be done to assuage the customer. You do not want the customer to leave with a bad impression of the restaurant, so you need to make the individual content. This can sometimes entail remaking the meal or offering a coupon for a future visit. Something nice will allow you to regain the patron’s trust.
Correct the Problem If Possible
After a shift is over, it can be good to debrief with your team to discuss what happened. If the problem was a result of something your staff did, then you should correct it for future reference. You do not want to necessarily assign blame, but you want to avoid this situation in the future. Occasionally, nothing can be done, but it is still good to go over your situation so that your staff knows what to do if this ever happens again.
Follow these tips to ensure your restaurant maintains the best reputation possible. One way to accomplish that is to make sure all your equipment is properly maintained and repaired. CASCO offers some exceptional services, and to learn more about them, contact us at 707-544-5200.
Listen and Apologize
Listening is an important skill you should teach all your staff members. Some customers just want to vent, so make sure your waiters and hosts listen to the problem to get as many details as possible. After the customer has finished, it is important to apologize. Even if the issue is not even an issue or is something that the customer actually caused, it is important to offer an apology to be polite.
Rectify the Situation
After an apology is given, something should be done to assuage the customer. You do not want the customer to leave with a bad impression of the restaurant, so you need to make the individual content. This can sometimes entail remaking the meal or offering a coupon for a future visit. Something nice will allow you to regain the patron’s trust.
Correct the Problem If Possible
After a shift is over, it can be good to debrief with your team to discuss what happened. If the problem was a result of something your staff did, then you should correct it for future reference. You do not want to necessarily assign blame, but you want to avoid this situation in the future. Occasionally, nothing can be done, but it is still good to go over your situation so that your staff knows what to do if this ever happens again.
Follow these tips to ensure your restaurant maintains the best reputation possible. One way to accomplish that is to make sure all your equipment is properly maintained and repaired. CASCO offers some exceptional services, and to learn more about them, contact us at 707-544-5200.