AJAR.id – Hello Ajarian! Whilst most customers will be happy, naturally some customers will have a problem with their food or beverage item. If they are dissatisfied, then they can tell waiting staff and a course of action can be set in place to rectify the problem.
Problems occur may include:
- The steak is tough
- The meal is cold
- The steak is not cooked as ordered
- Drink is not strong enough or tastes strange
- Special requests have not been met.
When this problem occurs, don’t treat guests as ‘complainers’, but view the situation as an opportunity to turn a problem into a positive service experience. Listen to their complaint, apologize and act quickly to fix the problem.
After you replace the ‘problem’ meal or beverage, apologize again and implement another three-minute check to ensure that the replacement meal is to the guest’s satisfaction.
If a customer is not happy with their dish and it appears that any requested changes will take a long time, you may wish to provide the customer with a number of options so that they are not left with nothing to do, whilst everyone else is eating.
Possible options include:
- Replace meal quickly
- Allowing them to take some items from the buffet whilst they are waiting
- Providing a plate of snacks including rice, salad, bread or fries
- Suggesting fast cook items to that a dish will be ready when others are also eating.
Speed is very important especially where the guest is part of a group, as we do not want one diner eating their meal long after their fellow guests have finished. This can be embarrassing for them, and is a very public indication that we have got something very wrong.
Nurturing You to Grow!
Written by: Alan Hickman, Nick Hyland
Subject Matter: Provide Silver Service