How To Handle Customer Complaints In The Food Service Industry
We all hate to receive complaints but we can increase our customer base and revenues if we learn to handle them correctly.
If customers think you care and and are listening to them, chances are that you are going to get complaints.
The customer that complains, forces you to do you best and to keep your standards up. Your customers can see things that you might miss and every complaint will give you insight on how to improve your business.
Getting defensive never helps and almost always makes things worse. This is not about who is right and who is wrong. It is about helping a disappointed customer and keeping their business.
The first thing you need to do is to calm the customer down. You can do this by saying, "I am really sorry this happened to you, what can I do to make it right?" Then fix the problem. The statistics show that about seven out of ten complaining guests will do business with you again if you resolve the complaint in their favor.
"U.S. News and World Report, "Why Customers Quit!":
- 1% die
- 5 % Develop other Friendships
- 9% Competitive Reasons
- 14% Product Dissatisfaction
- 68% Quit because of an attitude of indifference towards the customer by employees.
Encourage customer feedback by putting out customer comment cards. Place a locked
container out to put them in to discourage employees from tampering with them.
When responding to the card, give them an incentive to come back such as a free desert, meal or drink.
Have a form in place that states how you handle customer complaints for your employees to follow and fill out.
Customer Service Articles: