We all know that the customer is not always right; however they are still your customers and you also need to be conscious of all your other customers sitting around them. You will never win by being nasty or rude. It is really important to empathize with the guest and to really listen to what they are saying. Below are some helpful tips for when the situation arises.
How to Handle a Difficult Guest
Introduce yourself – The starting point is that simple. Introducing yourself as the manager or owner will get the guest’s attention and let them know they are being taken seriously. In general, servers should never handle guest recovery. If you were negotiating mortgage rates, would you let a teller help you? Probably not. Customers have a general awareness of an employee’s role and capabilities, so it’s a good rule of thumb to let the boss handle those tricky situations.
Identify the problem – What is causing the guest to be unhappy? Every customer is different, so any component of their experience could be causing them grief. Actively listen to what the guest has to say; face them and make eye contact. Ask questions if you are unclear about something.
Apologize, and be specific – Even if it is a minor complaint, a sincere and professional apology will go a long way. Saying you’re sorry and being specific will reassure the guest that their complaint is being heard, and that their business is valued (as it should be!). A guest will know if the server, manager, or owner is just apologizing for the sake of it. That can negatively impact their opinion. Smile and make the apology count!
Resolve the problem – Troubleshoot the situation and come up with a plan of action to rectify it. Does the guest need a new meal? Would they like a different table or server? Whatever it is, do it and do it fast. Tell the guest what is being done to accommodate them. This is the chance to prove that their business is valued, and turn them into a loyal customer. “Wow!” them with something positive to make their experience even better than it should have been. It doesn’t mean going broke and buying them two bottles of wine, or free food for life. It can be as simple as offering a dessert or appetizer on the house, or giving a complimentary gift card for future use. When guests see the immediate effort, they are likely to be more forgiving about the problem in the first place.
Follow up and Thank the Guest – After the solution is implemented, follow up with the guest and ask for feedback. Are they satisfied with the end result or are they still unhappy with their experience? Is there anything else that can be done? Answering these questions will not only help fully resolve the problem, but help define areas that need improvement—it might even be in the area of crisis management! Thanking the guest should never go undone. Like the apology, a “thank you” should be professional and sincere. Smile, and invite them back. People have an easier time remembering the last thing in a series of events, so making a positive connection with them on the way out will ensure that there are no lasting hard feelings.