Customer Complaints at a Restaurant
Customer Complaint #1
This evening my servers tell me that one of the customers is upset that his soup was cold. I immediately made my way to go talk to the table to correct the problem. First I listen to the gentleman as he sticks his finger in his soup describing to me that his soup was not hot enough. I instantly apologized and explain to the gentleman that I will replace the soup with a fresh bowl. I ran into the kitchen and hurry back with the new soup. Then the gentleman tells me that it took to long for my delivery that his food was about ready. I assured him that I will remake his dinner so that he can enjoy his soup. However he told me that my corrective action was unacceptable and that he was leaving.
Customer Complaint #2
My server usually explains the specials to each and every guest. However, the server was busy and just took the order for one table. The customer notices that they were not told the specials and became very upset. I go to the table and listen respectfully to everything that she has to say. I sincerely apologize about the situation. Promptly I offer the lady a special to take home so that she can enjoy it at a future time. The lady told me that the establishment was racist. Then she immediately started using profanity to talk to me.
Customer Complaint #3
This has happened for many of us. The customer explains to me that the server forgot the appetizers. I go to listen carefully to the customer. I apologize to the entire table. Then I offer the customer complementary desserts and a free appetizer card for future visits. Then they have told me that we were stupid and could not even take a stupid order. They said that they came here to spend hard earned money and to be treated badly.
Many managers go through these similar situations on a daily basis. Constant criticism and insult are given to the managers. Remember that life happens and they do make mistakes just like you. Don't judge them on the mistakes but judge them on how they correct the issue. How they react to the situation. Always stay professional and tell the manager on how you would like it to be corrected. I will guarantee that numerous places will do anything that you say to ensure that you are happy when you leave. Treat them with respect as you would want to be treated.
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19 Comments
Post a CommentWell here is the problem! News media and everyone else "educating" dumb Americans on how to scam hospitality businesses for free sh*t! Racist? B*T*H Please! You only wish I was racist! I am so sick of people complaining! Like the guy with the soup! He would have worn that soup! I would have poured every bit of it down his throat and made the little bastard choke on it! I hate people like that! "I can't enjoy my soup cuz my food is coming!" I mean chill people! They do the same thing at the hotels and then when I don't wipe their asses and just fix the problem I'm the rude one! What do you want? I don't give away free nights! The problem was fixed tough tits! Get over it!
Some people feel as though they can dump on service industry people. They think that we can`t say anything. These are the weakest people around. Very similar to bullies. This is the only time in their life that they have a fraction of control. Very sad! We have to be above that.
People need to chill. :-)
GOTTA LOVE THAT CUSTOMER!
You sound like you are going well out of your way to give good Customer Service, but unfortunately sometimes the customer is just not willing to acknowledge it. Great article!
I knew it was bad but geez...conversely, some customers have legitimate complaints that are not respected. You sound to go above and beyond the call of duty, a true pro. Good job!
You are the exception in this case. I rarely have management approach me to try to fix any problems. They usually send the wait staff. Thanks for a great article. It makes us all think about how we behave.
excellent article..yet, i must give my own input..i have worked in restaurants before in my youth..LOL!...and .i have had businesses myself dealing with the public....and the way i look at this as a consumer..i don't take it personally...i take it as constructive criticism..for improvements..now, if i get a few here or there like that..again, one doesn't take it personally because we are dealing with the public..some are out for a "free meal" LOL!..and if i am getting a consistent amount of complaints..then i must look within and see if I am doing something wrong...I don't eat out hardly any more..because one..i love to cook...my grandfather was also a chef so i grew up knowing how to cook and i know what i'm putting in my mouth..LOL!..and 2..just like even the retailers...I"m finding it hard to find good customer service..i really agree with what you said...I judge on how a manager corrects the problem..rather than the problem...
It seems some people walk into just about anyplace with a chip already on their shoulder, assuming they'll be treated badly, unwilling to be fair. Sad. But you wrote a thoughtful article about it.
Great article! And it's also advice that we should apply to other areas in our lives.