RestaurantWorx™

“There are 3.5 forms of mistakes service professionals make with angry guests:

1. Making excuses and defending what happened. Guests do not want to hear what happened. Guests want to know how you are going to resolve their problem…now!

2. Blaming other people and other circumstances — instead of taking responsibility yourself. Guests do not care whose fault it is. They want to know how you are going to resolve their problem…now.

3. Arguing and trying to tell the guest what they cannot have, rather than trying to resolve the situation. Guests do not care about your policy, your procedures, your situation or your problems. All they want to know is how you are going to resolve their problem…now.

3.5 Failure to resolve the situation in a manner that leaves the guest feeling as though they were listened to, responded to, and grateful for doing business with you because you helped them. Guests want to feel that you care about them personally. That you are investing in the angry guest’s resolution. Your understanding and your empathy, combined with your actions, will not only lead to a favorable resolution; if done correctly, it will lead to a positive story, a loyal guest and maybe even a referral.”

Thank you JG!

Print PDF

Related posts:

1. How to Deal with an Angry Customer
2. Top ten tips for creating angry employees