Are you ready to learn how to keep every guest happy? It starts with making sure that your managers are thoroughly trained in every position within your restaurant. They need to know all the functions, so they can intervene if someone gets sick, or if sales are higher than expected.
The manager needs to be highly trained in excellent customer service. This type of service is called a “wow” service because your customers will say “Wow!” about their experience in your restaurant.
One way to easily achieve this “wow” experience is to tell your manager that every time they come into direct contact with a guest, they smile, and treat guests with kindness and attentiveness. If a famous person was coming to your restaurant, how would you treat that person? Every guest should receive the same VIP treatment.
In the case of dissatisfied, angry or angry customers, we recommend the application of GLAD technology. This will greatly reduce customer matters, and lead to recovery for customers.
What is a file pleased Technique?
- gs to the guest
- theOften carefully for the guest
- aI apologize to the guest
- Dro What it takes to solve the problem
When approaching an angry customer, he always shows genuine concern. It is important to listen to the guest without cutting him off. Make sure you take the time to fully understand their concerns. Stay calm. Responding calmly to anger may help reduce a person’s anxiety. Don’t be fake, be real.
Always apologize to the guest, even if the customer is at fault. Even when you are sure the person is wrong, follow the mindset that the person is right. Never make excuses as to why the problem occurred, but provide solutions instead.
Solutions vary according to the complaint and the circumstances. Offer a solution and ask if this will meet the customer’s needs. Go above and beyond. Remember, one angry customer causes other customers to lose. Keep in mind that for every customer you lose, you will lose 11 customers over the next few weeks. This number will double because these 11 people will also repeat what they heard from the first customer. In the end you could lose hundreds of customers because of one unsatisfied customer. If it is serious, you may lose your restaurant’s reputation, and the restaurant may end up being closed.
Every customer who leaves your restaurant tells family, friends, and co-workers about the experience at your restaurant. If the experience was mediocre, they won’t say anything, but if it was a very good experience in your restaurant, they will tell others. If it’s a negative experience and they come out dissatisfied, your restaurant’s reputation will suffer. Negative feedback from your customers could mean the end of your business. Never underestimate the power of word of mouth. Word of mouth will work for you or against you depending on the guest experience.
Do you really want to lose your business because of customer complaints? Teaching effective customer service techniques to your managers and employees should be high on your to-do list.
Teach your manager to be proactive about preventing customer matters. Having the manager in the dining room is a great way to reduce customer complaints. The manager must spend at least 80% of his time in the dining room and only 10% in the manager’s office.
The manager also needs to get really close to each customer’s schedule to ensure that WOW guest service is in effect. The manager also needs to learn how to spot negative body language and how to express positive body language.
How do clients show their dissatisfaction with their body language?
- When you are in direct face-to-face contact, you can witness the anger in the customer’s eyes.
- Seeing untouched food, especially when everyone at the table is eating their food, except for the one customer who barely touched his food.
- The manager asks the customer, “So how was your meal and service tonight?” The customer replies: “It’s okay.” If the customer is completely satisfied with both the service and the meal, they might say it’s “fantastic” or “awesome,” not just “okay.”
- When you look at a guest and feel uncomfortable, act on that feeling.
- You see a customer looking around as if they want someone to help them. You might even see them yelling at a server talking to other customers.
What does your body language say?
- Always use direct eye contact when speaking to your guests. Never look away while talking to your guest. Looking away gives the impression that you are not interested in what the other person has to say.
- Never cross your arms when speaking to guests, as this may be interpreted as gagging or anger.
- Never roll your eyes, as this is very disrespectful and you seem to be minimizing their concerns.
- Constantly listen to the guest, even if he is angry. This may help allow the person to vent their anger. Always acknowledge their feelings.
- Ask the customer what would improve their visit to your restaurant.
What do you do with Moody’s customers?
This is your chance to change a customer’s mood from bad to good. Make sure you are on top of things and pay attention to the details. If you have any qualms about trying them, you can even serve an appetizer or dessert on the table. It may appear that you are losing money by “donating” food or “discounting” their meals; However, you will lose more money from each lost customer than you will from that food item or meal. If you succeed in turning things around, you can generate repeat business. Kindness and consideration of their needs often overcome their anger.
A wise person said, “How you handle positive comments is important, but it’s even more important to know how to handle negative comments.” Make sure to tell customers that you appreciate the fact that they took the time to tell you about their experience. Don’t make excuses, find solutions instead. Don’t disagree with the customer, even if you know the guest is wrong.
If you don’t learn from your mistakes, you are bound to repeat them over and over again.
