Restaurant managers have a lot of balls to keep in the air.
Big Responsibilities which when done correctly can be very rewarding. Ball them up it can come down on them like a pack of cards.
Here are some ways to avoid the mistakes.
1 Always give customers the chance to feed back;
Give them a feedback card, take the time to go over and ask for the feedback. If you don’t how can you ever know what is wrong, or what is right. Better to feedback with you and iron out any issues, than let them walk away with a bad experience and feedback on social media.
2 Don’t ignore customer complaints
If a customer feels they want to complain, it’s important to take them seriously and do everything you can to make it better, even if it involves apologising, discounting or comping the meal, or giving out vouchers for future meals.
3 Never tell a customer they are wrong
Seriously. Nobody wants to be told they are wrong even when you are 150% sure that they are. With experience you can almost always find a common ground without a customer who is adamant they are right. Be clever to make sure they maintain their integrity.
4 Don’t use social media to disagree online.
Never but never argue, rant or be-little a customer online even in response to comments they may have put. Common nature wants us to fight back and defend your restaurant or bar and or your staff and product therein. But step back and think. A one line rant online can soon become a total public spat and that will just be bad for publicity. It’s better to offer to speak with a person complaining so the issue can be dealt with away from the public eye.
5 Never Let a Customer Leave Un-happy
As much as it may hurt at that moment in time, allowing an unhappy customer to vent their frustration to their family and friends both verbally and online will cost you far more than sorting the problem there and then. Even if it costs you the bill or a few extras.
6 Don’t always be a stickler for the rules.
Rules are important and it’s what we operate under. However, there are some occasions where some rules have to be bent to please a customer. As long as it’s feasible and possible a small bend can always be accommodated. You’re the boss, experience allows you to know what you can and cannot do. Poetic Licence it’s called