Here's How To Handle Difficult Customers
In any business, difficult customers that are impossible to satisfy are inevitable, more so if you’re in the service industry. An encounter with a demanding or abusive customer not only risks hurting your business' brand image but also negatively affects the emotional well-being and motivation of your staff.
So, it’s important to understand the effective ways of dealing with such guests.
1. Empathise and Communicate - The Small Things Matter!
Show the guest that you genuinely care about their feelings and you acknolwedge their concerns. This can be really powerful through small things like eye-contact, body language (never cross your arms!), and tone of voice.
2. Listen To The Customer
It goes without saying that an angry guest wants to be heard and feel understood. Try to remain calm and really pay attention to the guest. It is best to mirror or parrot what was said by the guest to make them feel listened to.
3. It's Nothing Personal
Much like online reviews, the guest is venting out on the service or product and not against you personally even if harsh words were used. Never try to fight a guest as this would only escalate the situation, which would make it that much harder to rectify. There’s no excuse to be aggressive to a customer, so always keep your cool!
4. No Excuses
Very often issues that are out of your control can result in an angry guest. This could be the food's quality and taste being abysmal, noisy surroundings caused by another group, or the guest's unreasonable demands. Don't keep trying to prove that it is not your fault. Instead, explain the reason calmly, issue an apology, and maintain empathy.
5. Offer Solutions On The Spot
Whenever a guest is dissatisfied, strive to offer fair solutions that you think would pacify the guest. If a customer received a poor service or product, apologise and offer some form of compensation. Free drinks or desserts are cost-effective ways of freebies for a restaurant.
However, if the guest is irrational, try to offer something of value that is not too costly. A discount voucher for a next visit is a great way to offer something to the guest and encourage a repeat visit.
Another proven technique is to simply ask the customer "how can we make it up to you" and frame it in a way that you need their assistance.
You are bound to have a fair share of difficult customers, but what matters most is how you adapt and solve a crisis.
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