How to Handle Guest Complaints

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A complaint is an opportunity to for a excellent re-do. Handled well, it can make a great story that makes the customer tell their friends. Here are 4 ways to handle guest complaints

1. Empathize with the guest

Try to identify the emotions they are experiencing
Decide how they should be treated in a caring way considering their emotion
Put yourself in the customer's shoes

2. If possible, fix it.

get the kitchen to remake the food by asking the kitchen to “fire” the order.

or do whatever you can to remove the reason for their complaint

3. Discount

Food Satisfaction

If there was an issue with a food item re-make the item to the guest’s satisfaction.

Use the “food satisfaction” 15% discount for the item that was remade to thank the guest for their understanding and patience.

<aside> ☝ Using the ‘food satisfaction’ button on TouchBistro helps the kitchen track their mistakes so they can improve.

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4. Address guest complaints before they leave the restaurant.

Listening to a complaint isn’t always easy. Here are some guidelines:

Try to identify the emotions the guest is experiencing. Say, “ I can see you are upset.”
Put yourself in the guest's shoes. Say, “I wouldn't like it if __ either.”
Decide how to handle the situation based on our promise.
If the food or drink wasn’t exceptional, re-make it. Give a food satisfaction discount.