Consider a complaint as a “probortunity”. Turn a problem into an opportunity to show outstanding customer service. Customers could silently leave with a negative impression, however, by making you aware of their concerns, you have a chance to make it right and turn around that impression. You can make the experience a memorable one and give the customer something to share with others, increasing the chance that that customer will return and new customers will visit your establishment.
Successfully handling a customer complaint is a simple series of steps.
- Listen to the customer’s concern. Look him or her in the eyes and let him or her continue uninterrupted to air the grievance.
- Genuinely accept responsibility and apologize for not meeting the customer’s expectations.
- Act quickly to remedy the situation. Expedite any replacement food or beverages to the customer.
- Check back with the customer afterward to be sure they are pleased with the replacement. Have the entire staff deliver top quality service for the customer’s entire stay.
- Thank the guest for his or her feedback and patience.
- Get a business card from the customer or an email/phone number to follow up the next day to reinforce your concern and gratitude for their patronage. Make a special offer for his or her next visit.
Based on the teachings of The Little Brown Book of Restaurant Success by Bob Brown.