5 Simple Steps For Handling Complaints In The Restaurant Industry

5 Simple Steps For Handling Complaints In The Restaurant Industry

  1. Listen carefully before making assumptions about where they feel you failed them first
  2. Do what you can to fix the problem even if they aren't satisfied with it.
  3. Solve the problem as quickly as you can
  4. Make sure that they are happy with the solution you've given then thank them for their patronage
  5. Follow up with the customer as well as providing them with a survey

Customer complaints are part of the restaurant business, but they can be difficult to deal with.

As a restaurant owner, you don't want your customers to be unhappy. You also need to avoid getting into trouble because unhappy customers will have no qualms about making sure everyone knows what happened and how bad it was!

Here are five ways on how you should handle customer complaints when they come up in your restaurant.

How to handle customer complaints in a restaurant

1. Listen carefully before making assumptions about where they feel you failed them first

It's hard to know what your customers want and need. 

Customers are often too polite to tell you when they're not satisfied with your restaurnt service, kitchen staff or food, which means that it can be difficult for a restaurant owner to identify where the problem areas are with your unhappy customers.

The best way to find out about bad experience is by asking to your angry customers! We've found that most people will be honest about their bad experience if you ask them in person, on the phone, or over email. 

Give your disgruntled customers the chance to tell you what they think went wrong, and if possible, offer them an opportunity to give suggestions for improvement.

Read Also: Why do restaurants fail?

2. Do what you can to fix the problem even if they aren't satisfied with it.

If their expectations are too high and you're not able to meet them, then it's best that you try to fix the problem anyway and do your very best to make amends for whatever offense has been made.

Even if you feel like the problem isn't your fault, it's best that you offer a solution anyway.

It doesn't matter whether they are right about the issue or not – but it does matter what they will think of your restaurant afterwards. People make mistakes all the time and when this happens, you need to be able to speak up and own up to whatever it is.

3. Solve the problem as quickly as you can

It's typically best that you take a restaurant customer complaint seriously and get to work right away in order to solve the problem for them.

You will really have an edge over your competitors if you can solve any issue they have right away, even if it's something seemingly small.

For example, you may run out of a certain ingredient for the dish they are having or their drink is no longer available – and that can quickly turn into an issue. You need to be able to handle these things in the moment so don't avoid them at all costs!

4. Make sure that they are happy with the solution you've given then thank them for their patronage

If there is a problem with your product or dining experience, it's best that you offer some kind of compensation for these common restaurnt complaints.

This isn't something that people will automatically do unless you make a big deal out of it. Make sure that they feel like they have been made whole in some way for whatever it is.

If you don't do this, then they are going to come back and tell others that your restaurant has problems – which isn't a good look at all.

Always make sure that after they leave, they are happy with the solution you've offered them even if it's not everything that they wanted.

Lastly, you always want to thank them for stopping by even if they didn't like what went down while they were there.

Make sure that the last impression you leave with is a positive one so that people will not only come back again but also tell other people about your establishment when prompted!

5. Follow up with the customer as well as providing them with a survey

It's always good to follow up with the customer after they've gone through the complaint process and see how things are going.

It's even better if you can provide an incentive for giving your restaurant another chance in some way or another. This is typically what happens when someone leaves a review online – but it doesn't have to be that way. It would definitely help you in increasing customer loyalty and restaurant customer engagement. 

You can always provide a discount or an additional free item for their next visit if you're not able to solve the problem in that first instance.

The most important thing is that you check up on them after they've left so make sure that you do this with every single person who walks through your door.

Read Also: 25 Restaurant Survey Questions That Will Get You Results

Now you know how to handle guest complaints

You should always be open to feedback and complaints from your customers. It's not a good idea to ignore them or sweep the issue under the rug, because it will only make things worse in the long term.

There are many ways that you can go about handling customer complaints when they arise – some of which we have shared with you here.

The most important thing is that you take these complaints seriously so don't do anything but listen attentively and work as hard as possible until they feel like their problem has been solved (even if it hasn't).

You want people coming back again for more food after all! Remember: even though customer service may seem difficult at times, it's worth doing right by those who come through your doors every day.

What Bookmyorder has for restaurant owners and customers?

It's not easy running a restaurant. Not only do you have to worry about cooking the best food possible, but you also need to make sure your customers are happy! How do you make sure your customer complaints are heard?

With Bookmyorder, you can avoid all the hassles of dealing with customer complaints. Restaurant customers love that they have a voice and are able to provide feedback on their experience without having an awkward confrontation. Get started today!

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