How to Deal with Angry Customers and Upset Guests

Since there are lots of moving parts that keeps the restaurant running there will come a time that something will go wrong. Such occurrence means an unhappy customer. Handling concerns of angry guests is one of the stressful parts in food service but it’s also a very important matter to resolve effectively. What keeps a customer coming back isn’t because of the smile the food servers’ show but it’s the quality of service they receive from the establishment. Neglecting a furious customer’s complaint will have a domino effect that can make or break the relationship with them. Since it’s the customers’ money that helps keeps a business running, it’s a good thing to keep them coming back and have them as a repeat customer rather than losing them to the competition. Although customer care is one of the most challenging part in any business, it’s also the most precious department since it help save the establishment lots of money when it comes to the loss of sales due to a negative customer feedback. The solution to this problem is to handle guest-related problems as early as possible to keep things under control.

Listen

Everybody wants to be heard. At this point, it’s wise to just let them do the talking especially when there is a concern regarding the problems encountered in the dining table. Knowing all the details firsthand will help solve the problem itself by having enough knowledge the very root of the problem. Its only then that you can offer alternatives and suggestions to calm the angry customer whether it was cause by a wrong order or just simply a water spill over the guest’s lap.

Apology

You cannot fight fire with fire. When saying sorry, it should be in a genuine way. Although it’s not your fault, still, do apologies for the inconvenience and say sorry in behalf of the chef or who it is to blame for the action. This will calm a furious customer down. A conversation can only be effective when everybody is calm enough to be ready to resolve it. Saying the apology first shows that they are the VIPs and for such, it is the food server who should initiate the magic word. Some restaurants offer free food or beverage to help calm a guest especially if the problem is cause by the food or the drinks. It’s one of the best tangible gestures for saying sorry. It’s best to refer it to the managements first, otherwise, you might end up paying it yourself later.

Action

The listening and apologies completed and it’s time for some action to those words. This also shows that you actually listening to them. Always remember to keep your posture and have a calm approach of the problem. May it be a major or a minor problem, it has to be addressed anyway or else it will escalate. Although you let them do most of the talking, don’t forget to keep your ground and help resolve it with the intent to have things be resolved.  The guest will sense if you are saying just saying an excuse. It’s also best to do this entire thing discretely because nobody would like to be humiliated in from of people who do not have any business with you.

All customers in a restaurant started as a curious guest looking for a restaurant that fits their need of a satisfying dining experience. As time passes, these once curious customers will become patrons of the establishment.  Listening and doing some efficient action will dictate whether that customer will ever come back again. A positive perspective towards the cause of the problem does help sustain a happy customer. Giving them the feeling of such security and they know that the promise will be fulfilled, you will certainly make them keep coming back for more quality dining moments.

Word of mouth is a very powerful marketing tool and don’t let the restaurant have one. A good rating is not accomplished overnight. Each service crew or waiter has the power to help project and manifest a fun and exciting restaurant that people would love to visit. This, of course, can only be accomplished by giving them the sense of security that they are looking for.  Making them feel that no matter what problems and mistake the waiters and Chef may make, there is always a warm and beguine helping hand willing to take the extra mile just to meet and exceed the needs of the customer.