“Despite all of our best efforts, all restaurants face the occasional crabby customer. Regardless if the grouch is grouchy because of something we did (or didn’t do), the bottom line is that it’s our job to put them in a better mood. And most often, the whiner who can be won over will think your restaurant is a winner.
Practice responding to unhappy guests. Use real-life scenarios and role-play them with your staff. Start with the small and the mundane like “My food is cold.” That’s easy – you simply take the plate of food away and return hot food. Voila! You’re a superstar.
Move into the heavy stuff. Food is taking a long time or a table was forgotten. How do you make up for those things? Find out before you have to deal with it for real…”