Responding When Your Restaurant Suffers a Customer Service Blunder

How does your restaurant respond when you’re criticized by a customer? How do you react to a customer service blunder?

Whether it’s the table, or worse, on a website or on social media where the complaint goes viral and reaches an immeasurable number of people, as an owner or manager, what do you do? Do you ignore? Do you disagree? Do you instantly try to resolve a bad situation?

A complimentary fix almost always solves the immediate problem. 

Negative word-of-mouth and social media postings have ruined many a restaurant. So, to disagree or ignore a customer complaint either in the restaurant or online, is a non-starter.

So, how do you resolve a customer complaint? Here are some tips on how to solve a bad dining experience and, hopefully, retain the customer.

First and foremost, consider bringing a customer service expert to your restaurant and train your staff. From the greeter, to the waiters, to the buss staff to those in the kitchen, all your employees should be taught…