Training is the Key to Avoiding Most Problems
Good training is imperative to developing a strong, cohesive staff. Train your staff members according to the way you want your business to be run. Although some, maybe most, of your staff will have prior restaurant experience, do not rely on this and consider them trained. Give them as much information as possible on your business and your protocol. Allowing your employees a say in how to set up procedures and systems that they use will let them feel part of the planning. Listen to feedback and make compromises. But start from the bottom up and explain your policies thoroughly.Poor training is obvious and it is an instant turn-off. It says a lot about the restaurant and the owner: you! So invest the money to do it right. Hold orientations and training sessions on how to use your operating systems. Conduct food and wine classes for increased knowledge and classes on how to sell the food and wine for increased sales. Demonstrate how you want your employees to bartend, service their guests, and clean the restaurant. Give them checklists to fill out. Do all of this without being condescending or belittling –you do not want to insult your employees. Do not expect them to know everything if you have not shown them the way you want something done. And remember that training never ends – it is ongoing.
De-escalation
Certain situations will arise that require calming down an angry customer or assisting someone who has slipped and fallen in your dining room. How you go about taking care of these occurrences will be very important to your reputation as people share their negative experiences far more often than their positive. You do not want to get a reputation as a place that treats your customers poorly. Excellent customer service is essential to most restaurant's success. Yes, there are exceptions here but most people desire to be treated well.Angry Customers
I would guess that nearly everyone has either dealt with an angry customer, been one themselves or both! Angry customers are customers who feel as if they are not being heard or respected. They may be irate and combative, using foul language, raising their voice, or even becoming physically threatening. Or, they may be silent and aloof. However their anger manifests itself, you must know how to listen to their experiences and complaints. This is your number one job and through this step alone, you have a good chance of diffusing the situation to a much more manageable level.After listening, thank them for their feedback and if it seems appropriate, apologize for whatever they experienced. Always remember that reality is relative and every person experiences the same occurrence differently. What is great service for one person will not fly with the next. An important part of being in the restaurant business is learning to read people’s needs and to grant their wishes (within reason of course!).
Do whatever you can to rectify the situation. If the complaint is with food, replace the dish or take it off the check. Let the customer know who you are and that they can contact you anytime. Make them feel as though their opinion and satisfaction matters because it does in fact matter very much to your success.
Violent or Inebriated Customers
A customer who is very drunk may get belligerent or even violent if offended or cut-off from further alcohol. It is your responsibility, if you do serve alcohol, to refuse any person who is obviously impaired. If a customer becomes agitated, try your best to calm them down and get back-up support from other employees if you feel threatened.In the worst-case scenario, you may have to have a strong member of your staff escort this customer out of the restaurant or threaten to call authorities. Most situations will not come to this and most people will leave if asked to do so. Again, listening and being sympathetic are your best first lines of defense.
