Handling Customer Complaints
Complaints are an every day occurrence across our industry. Some are justified and others not. The one thing we must accept is that they occur. Dealing with complaints is no different than having good food knowledge or knowing your wine list. It is just another skill all good waiters & managers should have. Once you have knowledge of how to deal with complaints you can take control of them and not take them personally.
When a customer complains, ensure that you listen very carefully, not just with your ears but also with your body language. It is much better to have the customer complain while they are at your venue rather than when they leave. At least you can rectify the problem if they are still there.
It is always important to listen to the complaint and then act on it. Avoid admitting fault and focus on rectifying the issue. If a meal is cold, remove it, apologise and reassure them that a hot meal will be back with them as soon as possible. All meals should be re-plated when returned to the kitchen. If a meal is unsatisfactory or tough or bad then remove it and offer another meal immediately. Remember that the meal is easy to replace, but the customer is not! How many people will they advise not to come to your restaurant?
Identify the customer’s issue and then reassure them that it will be remedied. Never offer excuses or reasons for the problem because the customer generally doesn’t care. If you cannot fix the problem then see your supervisor. This also asserts to the customer that you find their problem to be of importance.
Remember that most people will feel embarrassed if they have had to get a little angry and it is a good opportunity for you to put them at ease by relating to them. It is also very satisfying to turn a bad situation around.
If a complaint is handled properly it will go a long way to keeping your customers and will also prove the venues’ and your professional attitude.
