Imagine that your guest gave you an unexpected gift wrapped in shiny, golden, paper with a big red ribbon on top. How would you feel?
Now hold on to that feeling. This is how you should feel when a guest complains about you - as if you were receiving a gift. What for? Because guests who complain give you a second chance to do it right for them, instead of doing their business elsewhere.
Approximately 4% of disappointed guests will file a complaint with the company. Therefore, you should worry more about the continuation of patronage in 96% of your guests, who will not give you dissatisfaction.
Of the guests who complain, about 95% will continue to patronize the restaurant when the complaint is resolved quickly and in their favor. However, did you know that you can really get more positive word of mouth from successfully recovering complaints from disappointed guests, unlike the ads you get from privileged a guest?
When guests complain, they report some level of dissatisfaction. Many times it may be easy to decide, for example, to warm up the soup. In other cases, it may require the preparation of several foods that were incorrectly ordered or prepared.
No matter how busy you are, always take responsibility and put priority on quickly and professionally resolving all complaints. Taking the attitude of the company to always please your guests and take all the complaints seriously will pay off in repeat business. If you ignore the problems of your guests, they can ignore your facility when planning your next meal.
A complaint professionally , but not personally , it is important. Although angry guests may show displeasure from you, they are rarely upset with you as a person. In most cases, they may just need to express their feelings and be recognized. Be sure to focus on question , not Delivery complaints. If other guests can hear the complaint, bring a disgruntled person into a secluded area. A complaint that is out of control can disrupt a good time for other guests.
Training your staff to solve professional service problems is imperative. Below are seven steps for successfully handling complaints. Some complaints, depending on the degree (for example, the example of soup), can be resolved in less than seven steps. Use your best solution to take the necessary steps to recover complaints.
Seven steps for successful processing
1. Listen carefully and thank the guest. Listening will help you correctly identify the complaint. Listen with your eyes and ears, observing verbal and body language. Always show sincerity and concern for the feelings of the guest and thank them. for example , to tell, " Thanks for letting us know about this. ”
2. Ask questions and repeat the complaint. This will make sure that you understand the problem correctly and can act immediately and correctly solve it the first time. for example , to tell, " Let me check ... you wanted your steak to cook a rare medium ... is that correct?
3. Apologize sincerely. It shows respect for the feelings of the guest. Fifty percent of service providers offer no regrets. Always assume full responsibility for the complaint, regardless of whether you consider it valid or due to your fault. For example, you can say “I apologize for the mistake ... accept my apologies”
4. Sympathize with the guest This helps the guest to feel confident that you are on their side and have a partnership to work with them. For example, let's say "I understand How are you feeling ".
5. Explain corrective actions / alternatives. Arrange guests by telling them immediately how their complaint will be resolved. For example you can say " Now I will talk to the chef and ask him to cook a new steak. ” In the meantime, you might consider giving a guest a free snack.
6. Solve the problem immediately. Generally speaking, the sooner you fix the situation, the easier it is to solve it. The longer you solve a problem, the more likely it is that your guest’s emotions will increase, which will complicate the situation. Do your best to quickly turn negative situations into positive ones.
7. Follow, thank the guest and apologize again. Make sure the guests are happy and have everything they need. Thanking them and apologizing again, they will be grateful for their feelings. For example, let's say " Thank you to draw attention to this, and once again accept our apologies. ”
