Handling Customer Complaints
Just about everyone working in the food service industry – restaurant owners, caterers, chefs – will at some point have to deal with unhappy customers. Customer complaints are an inevitable part of running a food-related business and the quicker you learn how to handle them, the better off you will be. Complaints are a double-edged sword: They are hard to hear (often downright painful, depending on the tone and attitude), but they can be instructive and helpful if addressed the right way. The way you relate to both the complainer and the complaint can make a big difference moving forward – for you and your business.
Customer complaints are a common thorn in the side of many business people (not just restaurateurs), as Forbes discusses in its article, “7 Steps For Dealing With Angry Customers.” But, although this type of guide can be helpful, we want to deal specifically with the food industry because the issues are unique. The National Restaurant Association addresses the sensitive subject at length, and all restaurant owners and professional caterers will benefit from checking out their advice.