As a restaurateur, you will serve a substantial number of difficult
customers on a regular basis. When you receive a difficult customer,
they will criticise all aspects of your restaurant even if they are at a
high standard. In order to run a successful restaurant, it is important
to remember that the customer is always right and to treat your
difficult customers with the same care and respect you treat your other
customers with. Difficult customers will be more likely to post negative
reviews which will damage your reputation.
How will I identify a difficult customer?
Do you know what a difficult customer looks like? Here are a few characteristics to look out for.
They will criticise all aspects of your restaurant, including your food, service, staff and appearance of the restaurant.
They will seek for a significant amount of attention.
They will constantly complain about your prices even if they are low.
They will claim your restaurant is poor and will compare you to local restaurants.
They will ask for the same modification to their meal regularly and will remind you of mistakes that you previously made.
Show Sympathy
When the customer makes a complaint, it is important to ensure that you apologise for the inconvenience and acknowledge their opinion even if you do not agree with it. This will show the customer that you care about the problem which will display that you are working hard to find a solution to the issue. This will calm the customer down and will prevent them from making a scene as they know that you are fixing the problem. It is vital to listen to the customer when they are complaining, this will allow them to get their anger out which will lead to them being calm when you are explaining the cause of the issue. Once your customer is calm, it will give you the time to find a solution to the problem. Being sympathetic will ensure that the customers do not make a scene which will allow your customers to relax and eat their meal peacefully. If there are regular disruptions in your restaurant, you may lose loyal customers as they will avoid your restaurant. Make their issue a priority
Once a customer makes a complaint, the last thing they will want to do is be kept waiting. If you keep your difficult customers waiting, they will become very angry and may cause disruption in your restaurant. Once a customer has complained, you should focus on solving their problem as quick as possible. This will show them that you are trying to fix the problem quickly, which will calm your customer down. Remember, the customer will seek to be in control. As a restaurateur, you must ensure that you are in your restaurant to deal with difficult customers. This is because not all problems can be solved quickly so it is important that you are there to defuse the situation. If the problem cannot be solved quickly, you should offer the customer a complimentary item or discounted price for when they next visit your restaurant. This will show the customer that you are apologetic and will lead to the customer leaving your restaurant with a smile on their face. Offering discounts to the customer will encourage them to repeat purchase as they will want to redeem their discount..............Read More
How will I identify a difficult customer?
Do you know what a difficult customer looks like? Here are a few characteristics to look out for.
When the customer makes a complaint, it is important to ensure that you apologise for the inconvenience and acknowledge their opinion even if you do not agree with it. This will show the customer that you care about the problem which will display that you are working hard to find a solution to the issue. This will calm the customer down and will prevent them from making a scene as they know that you are fixing the problem. It is vital to listen to the customer when they are complaining, this will allow them to get their anger out which will lead to them being calm when you are explaining the cause of the issue. Once your customer is calm, it will give you the time to find a solution to the problem. Being sympathetic will ensure that the customers do not make a scene which will allow your customers to relax and eat their meal peacefully. If there are regular disruptions in your restaurant, you may lose loyal customers as they will avoid your restaurant. Make their issue a priority
Once a customer makes a complaint, the last thing they will want to do is be kept waiting. If you keep your difficult customers waiting, they will become very angry and may cause disruption in your restaurant. Once a customer has complained, you should focus on solving their problem as quick as possible. This will show them that you are trying to fix the problem quickly, which will calm your customer down. Remember, the customer will seek to be in control. As a restaurateur, you must ensure that you are in your restaurant to deal with difficult customers. This is because not all problems can be solved quickly so it is important that you are there to defuse the situation. If the problem cannot be solved quickly, you should offer the customer a complimentary item or discounted price for when they next visit your restaurant. This will show the customer that you are apologetic and will lead to the customer leaving your restaurant with a smile on their face. Offering discounts to the customer will encourage them to repeat purchase as they will want to redeem their discount..............Read More
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