{"id":21588,"date":"2022-07-04T11:02:25","date_gmt":"2022-07-04T11:02:25","guid":{"rendered":"https:\/\/www.raqtan.com\/?p=21588"},"modified":"2022-07-05T06:03:35","modified_gmt":"2022-07-05T06:03:35","slug":"how-to-handle-customer-complaints-in-a-restaurant","status":"publish","type":"post","link":"https:\/\/www.raqtan.com\/en\/how-to-handle-customer-complaints-in-a-restaurant\/","title":{"rendered":"How to Handle Customer Complaints in a Restaurant"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"21588\" class=\"elementor elementor-21588\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3ddf4fb5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3ddf4fb5\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-77e80023\" data-id=\"77e80023\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-61a87800 table-content-custom elementor-widget elementor-widget-table-of-contents\" data-id=\"61a87800\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;headings_by_tags&quot;:[&quot;h1&quot;,&quot;h2&quot;,&quot;h3&quot;,&quot;h4&quot;,&quot;h5&quot;,&quot;h6&quot;],&quot;marker_view&quot;:&quot;numbers&quot;,&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-toc__61a87800\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<i class=\"elementor-toc__spinner eicon-animation-spin eicon-loading\" aria-hidden=\"true\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-1b1768ab\" data-id=\"1b1768ab\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d26658d before-border-h elementor-widget elementor-widget-heading\" data-id=\"d26658d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Idea in a Nutshell<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7622c42d elementor-widget elementor-widget-text-editor\" data-id=\"7622c42d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Need some tips for Handling Restaurant Customer Complaints? Getting negative reviews about poor service or food from your customer base? Bad Restaurant Reviews can destroy your dining business, whether it is a cafe or a restaurant. With Raqtan\u2019s Restaurant Customer Complaint Action Plan, find out how to handle complaints as well as stop them happening.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4dab8170 elementor-widget elementor-widget-text-editor\" data-id=\"4dab8170\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customer complaints are inevitable. You can be running the best restaurant in the world, but the odd customer will still complain about something.\u00a0<\/p><p>Some customers will say anything in an attempt to get a discount; others are simply having a bad day and need to vent. Either way, you and your staff need to treat complaints calmly as the cost of doing business.<\/p><p>What you need is a Customer Complaints Plan. With a strategy in place that all your staff are familiar with, you can be relaxed when a complaint crops up. Staying relaxed is important, because it stops complaints escalating. But being calm under pressure is only half the story.\u00a0<\/p><p>To deal with complaints well, you need to show your customer further attributes: that you genuinely care about the problem they have brought up, and that you have the energy and focus to deal with it as soon as possible. To keep morale up, think of complaints as an opportunity, rather than a threat.<\/p><p>Top tip: complaints may be tiresome to deal with, but complaints are actually gifts to your business.\u00a0<\/p><p>If a customer complains, this provides honest, valuable feedback that will allow you to improve your business if you absorb what has been said. What\u2019s more, the customer is giving you a second chance, right now, to keep their business. Don\u2019t waste this chance! Have a Customer Complaints Plan in place, and use it with a positive attitude to develop your business.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36968212 elementor-blockquote--skin-boxed elementor-blockquote--align-center elementor-blockquote--button-skin-link elementor-blockquote--button-view-icon-text elementor-widget elementor-widget-blockquote\" data-id=\"36968212\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\tTop tip: <br>Complaints may be tiresome to deal with, but complaints are actually gifts to your business. \t\t\t<\/p>\n\t\t\t\t\t\t\t<div class=\"e-q-footer\">\n\t\t\t\t\t\t\t\t\t\t\t<cite class=\"elementor-blockquote__author\">@raqtan<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/twitter.com\/intent\/tweet?text=Top+tip%3A+%3Cbr%3EComplaints+may+be+tiresome+to+deal+with%2C+but+complaints+are+actually+gifts+to+your+business.++%E2%80%94+%40raqtan&amp;url=https%3A%2F%2Fwww.raqtan.com%2Fen%2F%2Fen%2Fhow-to-handle-customer-complaints-in-a-restaurant%2F&amp;via=raqtan\" class=\"elementor-blockquote__tweet-button\" target=\"_blank\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fab fa-twitter\"><\/i>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-blockquote__tweet-label\">Share this quote<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6945365 before-border-h elementor-widget elementor-widget-heading\" data-id=\"6945365\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Customer Complaints: Restaurant Action Plan\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-66d34a52 elementor-widget elementor-widget-text-editor\" data-id=\"66d34a52\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>3 main phases of action make up your Customer Complaint Action Plan. For each complaint, follow as a sequence:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3aa7a109 before-border-h elementor-widget elementor-widget-heading\" data-id=\"3aa7a109\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Relate<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ec91ac7 elementor-widget elementor-widget-text-editor\" data-id=\"3ec91ac7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Stop the situation from escalating. This phase is about taking the heat out of the situation by listening properly and staying calm.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dd86fdd before-border-h elementor-widget elementor-widget-heading\" data-id=\"dd86fdd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Respond<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c3f0e1d elementor-widget elementor-widget-text-editor\" data-id=\"2c3f0e1d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Turn the complaining customer into an ally. This phase is about dealing with the customer superbly so they think better of your business, not worse.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c751610 before-border-h elementor-widget elementor-widget-heading\" data-id=\"c751610\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Reflect<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55532bca elementor-widget elementor-widget-text-editor\" data-id=\"55532bca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Make the best of the situation for your restaurant. This phase is about making your business better by learning from the customer complaint and sharing the benefits of its integration with staff.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5af386 before-border-h elementor-widget elementor-widget-heading\" data-id=\"d5af386\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">Customer Complaint Action Plan: Breakdown<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e49258 before-border-h elementor-widget elementor-widget-heading\" data-id=\"1e49258\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Relate<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-53315973 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"53315973\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Pay attention<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eff7c3e elementor-widget elementor-widget-text-editor\" data-id=\"eff7c3e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>You may be having a bad day. But your customer is telling you their day is taking a turn for the worse. So listen! Demonstrate empathy. This will calm down the customer and your business depends upon it. Do not cross your arms. Engage eye contact (softly). Nod your head. Jot down a few written notes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b876e42 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"b876e42\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Repeat the customer\u2019s complaint out loud<span style=\"font-size: inherit;font-family: Montserrat, sans-serif;font-weight: 500;white-space: pre-wrap;text-align: left;text-transform: none;display: inline !important;float: none\"><\/span><\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b021004 elementor-widget elementor-widget-text-editor\" data-id=\"4b021004\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Take the emotion out of the situation by calmly repeating what the customer\u2019s complaint is. Confirm with the customer that you have got the details correct. Repeating the complaint will make the customer feel in control. Repetition of what somebody else has just said is also a proven negotiating technique, and used in NLP (Neuro-Linguistic Programming); it clearly demonstrates empathy.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cec288d elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"cec288d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Thank the customer<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e92e5e6 elementor-widget elementor-widget-text-editor\" data-id=\"e92e5e6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Even if you do not feel like it, thank the customer. Remember that it could be worse; they could have not said anything and gone online and given your restaurant a stinking review. As it is, you can thank them sincerely for giving you the chance to put things right.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8a0acc5 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"8a0acc5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Apologize<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a83ea5 elementor-widget elementor-widget-text-editor\" data-id=\"6a83ea5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This does not mean accept responsibility for the way the customer is feeling; they might just be venting. Also, if they claim to be feeling physically ill, now is not the time for your business to be accepting responsibility without looking into their claims. But you and your staff need to make clear immediately that you want your customers to be happy, and accept that this has not happened.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f1c027 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"2f1c027\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Stay calm<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b43413 elementor-widget elementor-widget-text-editor\" data-id=\"1b43413\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Remember: whatever the customer complaint, you have a process to deal with it. Try not to take it personally or as a reflection of your business as a whole.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6cfefe8 before-border-h elementor-widget elementor-widget-heading\" data-id=\"6cfefe8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Respond<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee9691c elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"ee9691c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Offer Action<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef2e6a5 elementor-widget elementor-widget-text-editor\" data-id=\"ef2e6a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If it is possible to do so, offer to take an appropriate action. This action might be replacing a dish of food, dealing with another customer, or immediately taking the complaint to a manager.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a467a6 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"0a467a6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Gently Set Boundaries<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5cd91fcb elementor-widget elementor-widget-text-editor\" data-id=\"5cd91fcb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If there is no action you can take immediately (for whatever reason), be sure to be clear with the customer. It is far better to manage expectations than to promise that which you cannot deliver. Agree on a course of action that will satisfy the customer and speak the deal out loud.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa4049b elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"fa4049b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Go Beyond The Call Of Duty<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a3f5768 elementor-widget elementor-widget-text-editor\" data-id=\"a3f5768\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This is what divides simply-acceptable customer complaint management from Best Practice! Best practice is to give the customer a further perk &#8211; on top of what you have agreed to do for them. This may well turn the customer from a complaining customer into a firm ally for the future of the brand. Go the extra mile!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dc766d6 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"dc766d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Follow Up<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a8cdc56 elementor-widget elementor-widget-text-editor\" data-id=\"4a8cdc56\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Some complaints may need action in the future. Even if they do not, contact each complaining customer later via email. Be nice! Thank them for their complaint. Offer your apologies again. Ideally, give them another perk; this may feel like a sacrifice, but a lot of future business could come from it.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b117b6a elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"b117b6a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Upsell!<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3112b21e elementor-widget elementor-widget-text-editor\" data-id=\"3112b21e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Use your follow-up email to gently advertise your business further &#8211; being sure to offer the customer preferential treatment.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e33fc4 before-border-h elementor-widget elementor-widget-heading\" data-id=\"8e33fc4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Reflect\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d46b6d0 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"d46b6d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Record<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3763f42d custom-list-blog elementor-widget elementor-widget-text-editor\" data-id=\"3763f42d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Log all complaints. Staff may be reluctant to do so because it reflects badly on them. Reassure staff that, if they are underperforming, you will know about it already!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07b1fe1 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"07b1fe1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Discuss<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48881204 elementor-widget elementor-widget-text-editor\" data-id=\"48881204\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>At staff meetings, go over all logged complaints with staff. Some WILL be the staff\u2019s fault; others may be your fault as the restaurateur; others may be nobody\u2019s fault. Be as fair as you can, and do NOT play the blame game. Promulgate a culture where complaints are accepted as opportunities to improve.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c16e48 elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"3c16e48\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-circle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Integrate And Improve<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f97b79a elementor-widget elementor-widget-text-editor\" data-id=\"2f97b79a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>As an entrepreneur, it is critical to get in the right head-set about complaints. What are your customers telling you about how you can improve your business? Take the time to find out. Set aside any anger about your business being criticised, and make the best of the situation. Use complaints to focus future improvements.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d8f60b before-border-h elementor-widget elementor-widget-heading\" data-id=\"5d8f60b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">Common Customer Complaints In Restaurants<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36166b27 elementor-widget elementor-widget-text-editor\" data-id=\"36166b27\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>It is good business to have some set responses ready for your staff to deal with common complaints. Before drilling down to details, train your staff first with the Customer Complaint Action Plan (outlined above).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c96f5bc box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"c96f5bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>1.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: I don&#8217;t like the food\u00a0<\/em><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f70f60 elementor-widget elementor-widget-text-editor\" data-id=\"1f70f60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Ask whether the dish was badly described in the menu. If so, apologise, suggest a replacement and provide it free of charge. If not, make some personal suggestions about which dishes on the next course might make the customer feel better.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-44b2710 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"44b2710\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>2.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The food took too long to come\u00a0<\/em><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8fbc8cc elementor-widget elementor-widget-text-editor\" data-id=\"8fbc8cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>If your staff are overrun, apologise immediately and convincingly. Say that you will do better with the next course; if the customer is still upset at the end of the meal, give them a perk.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b39550 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"8b39550\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>3.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: I got the wrong order\u00a0<\/em><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7e5b14 elementor-widget elementor-widget-text-editor\" data-id=\"b7e5b14\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Confirm this is the case (don\u2019t just take it for granted that the customer is correct). If there has been a mistake, apologise and make it a priority to provide the correct order.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42863aa box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"42863aa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>4.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The Food was delivered cold\u00a0<\/em><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c2fb18 elementor-widget elementor-widget-text-editor\" data-id=\"8c2fb18\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>You can either offer to have it heated up (which might be not acceptable to the customer) or re-supplied as a fresh dish.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7eb85b4 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"7eb85b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>5.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The Food was not hygienic<\/em><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea82eba elementor-widget elementor-widget-text-editor\" data-id=\"ea82eba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Confirm how the food was not hygienic. If the customer is correct, explain that\u00a0<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-165bbc2 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"165bbc2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>6.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The Food made me ill<\/em><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f3699e elementor-widget elementor-widget-text-editor\" data-id=\"9f3699e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>This is a serious complaint. So tread carefully. You should not admit liability immediately under any circumstances, as this might prejudice your position if it comes to legal proceedings. What you do need to do, though, is accept that you may have to shut down your restaurant for the day &#8211; right now. Bring a manager in to assess the situation. And if you need to shut down, do so. Ensure your Business Continuity Plan has this situation covered in detail, so you and staff do not have to think about what comes next.\u00a0<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6e69898 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"6e69898\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>7.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The restaurant is not hygienic<\/em><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3266a3 elementor-widget elementor-widget-text-editor\" data-id=\"e3266a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>A difficult one! Is the customer correct? If so, what sort of restaurant are you running? In your staff work rosta, you need to prioritise cleaning. Otherwise, this sort of complaint does not give your staff much wriggle room. Luckily, there is a way to deal with this complaint &#8211; if you have the available staff. Apologise to the customer &#8211; and get cleaning! The customer will feel better that action has immediately been taken, even if it disrupts your normal operations.<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b449010 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"b449010\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>8.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The restaurant is not a suitable\u00a0<\/em><\/strong><strong><em>environment<\/em><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5a369c elementor-widget elementor-widget-text-editor\" data-id=\"d5a369c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Sometimes, events beyond our control mean that our restaurant dining area is not a great place to eat. There may be a bad smell, or another problem. If so, apologise. If you can do something about the problem, make it a priority. You may have to close your restaurant temporarily; if so, ensure that customers receive generous compensation.<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e03b277 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"e03b277\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>9.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The food is\u00a0<\/em><em style=\"font-family: inherit;\">too expensive<\/em><\/strong><strong><br \/><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-beb6362 elementor-widget elementor-widget-text-editor\" data-id=\"beb6362\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Explain that the restaurant hopes to achieve the highest standards and that this is only possible with premium ingredients and skills (which cost!). Some customers are always after a discount: impress them by giving them a preferential perk, but not necessarily a discount for the sake of it.<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-96261a1 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"96261a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>10.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The staff have a bad attitude<\/em><\/strong><strong><br \/><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6796189 elementor-widget elementor-widget-text-editor\" data-id=\"6796189\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Make sure there is always a manager available. This means the customer can \u2018escalate\u2019 the complaint. This makes the customer feel in control. Often, this will make them feel better on its own.<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e938896 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"e938896\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>11.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The customer service is bad<\/em><\/strong><strong><br \/><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2e64d7 elementor-widget elementor-widget-text-editor\" data-id=\"a2e64d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Apologise. If there are extenuating circumstances, assure the customer that there is no excuse for poor customer service; but then make the excuse anyway. It is better that the customer understands why a problem is happening rather than deny it is happening.<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-14abed6 box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"14abed6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>12.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: The staff don&#8217;t know anything useful<\/em><\/strong><strong><br \/><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ef21a2 elementor-widget elementor-widget-text-editor\" data-id=\"3ef21a2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Your staff may not be up to scratch on menu ingredients. If so, be sure to educate them later. First, apologise to the customer and get a manager involved to answer their questions.<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-819a95f box-bg-hd elementor-widget elementor-widget-text-editor\" data-id=\"819a95f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong>13.<\/strong><\/p><h5 style=\"text-align: center;\"><strong><em>Complaint: Your information online is inaccurate<\/em><\/strong><strong><br \/><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-acb1ef7 elementor-widget elementor-widget-text-editor\" data-id=\"acb1ef7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Suggested Response:<\/p><p>Confirm how this is the case. Thank the customer for bringing it to your attention. Take their email, and send them a preferential perk &#8211; this will show that, online, you are still a savvy outfit.<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de8fcc5 before-border-h elementor-widget elementor-widget-heading\" data-id=\"de8fcc5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">How Do I Handle Angry Customers?<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5117544 elementor-widget elementor-widget-text-editor\" data-id=\"5117544\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Top tip: accept that some customers are having a bad day.\u00a0<\/p><p><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif;\">Whatever you do or say to address your complaint, they will be angry. This happens. Do not let it bother you or your staff. Provided you follow through with your Customer Complaint Action Plan, you will have achieved Best Practice and potentially turned the situation around in the long run; what more can you do?<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8160c5d before-border-h elementor-widget elementor-widget-heading\" data-id=\"8160c5d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">What Is The Impact Of Unhappy Customers On Your Restaurant?<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f5df188 elementor-widget elementor-widget-text-editor\" data-id=\"6f5df188\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The impact of unhappy customers on your restaurant business is far greater than you think. That\u2019s because word spreads, and bad reputations spread quicker and wider than good reputations! That\u2019s human nature, so get on the right side of it.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f14498 before-border-h elementor-widget elementor-widget-heading\" data-id=\"4f14498\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">Why Should I Tackle Customer Complaints As A Priority?\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7faf70d8 elementor-widget elementor-widget-text-editor\" data-id=\"7faf70d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Because, if you do not, you will run out of customers. Why? Because of social media.<\/p><p>Social media online has instant and massive spread. Before the internet, a bad reputation would spread by word of mouth. This took time, and depended on personal associations. Now, a bad reputation can spread across the world in an instant and affect anybody and everybody who happens to fancy a meal out tonight.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b52d442 before-border-h elementor-widget elementor-widget-heading\" data-id=\"b52d442\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">How Do I Deal With Bad Reviews On Social Media?\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-407f6de7 elementor-widget elementor-widget-text-editor\" data-id=\"407f6de7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>You must be pro-active. One bad review in the wrong place can have a massive effect.<\/p><p>Set yourself up for success. Make it an absolute priority to extract emails from customers when they dine with you. (How you achieve this is up to you; a good way is to give perks in return. Spend if necessary.)<\/p><p>With a database of contact details for all customers, you can then contact a customer directly in the event of them leaving a terrible review online. This is a lifeline to your business.\u00a0<\/p><p>You may be able to woo the customer by offering them your sincere apologies as well as perks. If they remain firm in their public complaint, you can still then publicise on your own social media that you have done your very best to tackle complaints, and even list what steps you took to do so.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ecc8f59 before-border-h elementor-widget elementor-widget-heading\" data-id=\"ecc8f59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">What Is A Free Way To Stop Customer Complaints From Happening?\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6715af88 elementor-widget elementor-widget-text-editor\" data-id=\"6715af88\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Make sure your online information is always accurate. Make sure your menu information is accurate too (prices, allergens, nutritional and dietary info). This costs you nothing, but can stop a lot of customer complaints from happening.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c55f3ee elementor-widget elementor-widget-text-editor\" data-id=\"4c55f3ee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Your Customer Complaint Action Plan boils down to one thing: be generous. If you are not prepared to give stuff away when customers complain, you are missing a trick. Under pressure, you can convert angry customers into loyal customers simply by showing that you are genuinely sorry that they are unhappy, and showering them with preferential treatment, now and in the future.\u00a0<\/p><p>Sure, dealing with customer complaints in this way costs money &#8211; and restaurants run on tight margins. \u2018We can\u2019t afford to keep giving stuff away\u2019 you might say. Well, neither can you afford to have customers going online and giving you bad reviews; you really can\u2019t. A few Riyals spent in the short-term could save your business in the long-term.<\/p><p><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif;\">Thank you for reviewing Raqtan\u2019s Customer Complaint Action Plan. 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class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Share this article:<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ec7b147 elementor-widget elementor-widget-html\" data-id=\"2ec7b147\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"sharethis-inline-share-buttons\"><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Idea in a Nutshell Need some tips for Handling Restaurant Customer Complaints? Getting negative reviews about poor service or food from your customer base? Bad Restaurant Reviews can destroy your dining business, whether it is a cafe or a restaurant. With Raqtan\u2019s Restaurant Customer Complaint Action Plan, find out how to handle complaints as well &#8230; <a title=\"How to Handle Customer Complaints in a Restaurant\" class=\"read-more\" href=\"https:\/\/www.raqtan.com\/en\/how-to-handle-customer-complaints-in-a-restaurant\/\">Read more<\/a><\/p>\n","protected":false},"author":13,"featured_media":21648,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"__cvm_playback_settings":[],"__cvm_video_id":"","generate_page_header":"","footnotes":""},"categories":[84],"tags":[],"class_list":["post-21588","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-restaurant-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Handle Customer Complaints in a Restaurant - Raqtan<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.raqtan.com\/en\/how-to-handle-customer-complaints-in-a-restaurant\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Handle Customer Complaints in a Restaurant - Raqtan\" \/>\n<meta property=\"og:description\" content=\"Idea in a Nutshell Need some tips for Handling Restaurant Customer Complaints? 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Getting negative reviews about poor service or food from your customer base? Bad Restaurant Reviews can destroy your dining business, whether it is a cafe or a restaurant. With Raqtan\u2019s Restaurant Customer Complaint Action Plan, find out how to handle complaints as well ... 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