Caterer - September 2005 - Dealing with Compliments

As an industry the restaurant business does get more than its fair share of complaints which can be the result of many different factors from high staff turnover to suppliers providing sub standard produce. Mistakes and therefore complaints are inevitable at some stage but dealing with them quickly and efficiently can mean that a customer leaves with a good impression of the restaurant instead of vowing never to return. There is no exact science when it comes to dealing with complaints but outlined below are a few tips on how to turn a negative into a positive.

• Pre-empt complaints
  Try to stop complaints happening in the first place by good training and common sense. For example if a customer orders an item on the menu that takes a while to cook let them know and they won’t mind waiting, but if they weren’t told then they’ll think they have been forgotten.
• How to treat the customer who is making the complaint
  Any customer making a complaint must be treated professionally and quickly. Whatever the problem is, the customer wants to feel that you care and that the problem will be resolved swiftly.
• How to calm an angry customer
  Angry customers should be calmed down as soon as possible by keeping eye contact, acting in a professional manner and treating the complaint, no matter what its nature, seriously.
• How to encourage your staff to act
  All staff should tell a manager as soon as a complaint is made even if it’s fairly minor one, so improvements can be made further down the line. An apology from the manager should always follow a complaint.
• What you can learn from the experience
  All complaints should to some extent be thought of as market research. It is far better, as a restaurateur to hear complaints rather than have customers that don’t like something and never return without giving you the opportunity to rectify the problem. So complaints mean that your products and service can become even better making your restaurant even busier!
• How to avoid a repeat performance
  Speak to the people that were responsible for the complaint after the shift has finished (you don’t want to upset anyone mid- shift!) Make a note of any complaints in the manager’s diary and if you hold regular staff meeting make sure the matter is brought up with strategies for making sure it does not happen again.
• 'Compensation'
  The vast majority of complaints can be resolved amicably by either taking the offending item of the bill or offering a drink on the house. If this offer is made quickly and without fuss it will result in a favourable image of the restaurant as most customers appreciate the fact that mistakes do happen, as we are all human after all even restaurant staff!

For more information contact Guy Holmes Captivate Restaurants