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Every restaurateur and food service worker has encountered customer complaints. Common restaurant complaints can range from disappointing food and service to the temperature in the dining room. One key to being a successful restaurant owner or manager is knowing how to handle restaurant customer complaints.
Responding to customer complaints can be nerve-wracking and downright uncomfortable—but some stress and discomfort are common and normal. That being said, most customer complaints are often very simple to solve.
Key Takeaways
- Listening to the customer’s complaint and empathizing with their concerns are the crucial first steps in resolving a negative customer experience.
- Each customer complaint is an opportunity to practice hospitality and strengthen your bond with your customers.
- You can choose to stay positive and remain calm when resolving a customer’s issue.
In this article, I break down how to handle customer complaints and strategies for using a negative customer experience as an opportunity to improve your operation.
Step 1: Take Time to Listen
My first tip in handling customer complaints may seem obvious, but it is important to get this right. Restaurant managers and owners are trained to act quickly. But in this case, taking the crucial step of pausing to actually listen to your customer’s complaint is the number one way to fix it.
Restaurateur and founder Danny Meyer has said, “You cannot ‘act’ the part of hospitality.” Your customers are smart and perceptive; they know when you are being genuine or not. If you approach a complaining customer with the situation already worked out in your head, it does not leave you flexibility to engage with their issue constructively.
Listening to what your customer says often leads you to the best fix for the problem. While your customer is explaining their issue, you can empathize with them and understand their point of view. By framing yourself in their shoes, you can see more clearly why they feel the way they do, offering you the best way to respond to their complaint. With active listening, the process of fielding and managing customer complaints becomes much easier, as each instance requires focus and a specific course of action to get to the solution.
Step 2: Get Input From Your Staff
Once you have received a customer complaint, it is important to review the complaint with your staff members. While the saying goes, “the customer is always right,” it is your duty to put the well-being of your staff first and get their perspective on customer-facing issues.
For example, a customer may complain that their server was rude. Upon further inspection with your employee, you may realize the guest has called your server a disrespectful name or has acted in another offensive manner. Without this crucial information, you cannot approach the complaint effectively.
Your staff members work extremely closely with the customer and will often have a better understanding of the situation at hand. While your staff is not always in the right either, seeing both sides of an issue offers you the necessary knowledge to make the best decision at that moment. Finally, customer complaints are first received by your staff, so showing your staff that you are there for them when complaints occur empowers a culture where everyone is ready and able to resolve a variety of potential complaints proactively.
Step 3: Respond in a Positive & Respectful Manner
I personally have had customers yelling in my face over the wrong lettuce being used and swearing at me in online reviews for missing a side dish at their table. All of that can be not only frustrating but also angering.
It is imperative that you keep your cool and maintain a clear head to figure out how best to respond and respond in a measured and respectful manner. Customers will vary in how they communicate their problems. It should go without saying that any threats or acts of violence warrant a call to the authorities, but when dealing with rude customer complaints, a calm demeanor always prevails.
Our craft is one of passion and immense care, so the food we cook and the way we serve it can become very personal to us. If, somewhere in this process, a mistake is made or a customer makes a critique, it is crucial that you do not let emotions take over your response.
Showing respect to your customers when addressing their complaints keeps you in control of the situation, allows for better outcomes, and showcases your professionalism and expertise.
Step 4: Act Intentionally to Fix the Problem
You can see a customer complaint in two different ways: as a burden or as an opportunity to further the hospitality you show to your customers. It will always work out better when you see customer complaints as opportunities to better your relationship with them and fine-tune your business.
That being said, each complaint is specific and will require its own unique approach to fixing, which makes this step a challenge but one that can pay off for you down the road. I say this because a fixed problem shows you care and encourages the customer to try your business again, knowing that the care you showed will likely carry into their next visit.
It is always a good idea to over deliver when it comes to fixing a mistake, as this really does create the idea that you, as an operator, have the best interest of your customer in mind. This can come in the form of offering a free dessert at their next visit, offering them a complimentary glass of wine on the house for their troubles, or if very egregious, then comping their bill. When you put extra effort into handling the complaint and fixing a tangible issue, you create the chance for an even stronger customer relationship.
Step 5: Train to Avoid the Same Complaint in the Future
The last tip I would give when handling customer complaints is to ensure that you have trained your staff to recognize issues that could cause this complaint and how best to respond to a customer complaint in the future. To be fair, there will be many one-off customer complaints you cannot train on. A customer may be having a bad day and take their aggression out on your risotto. Or they may be rude and unpleasant, no matter how hard your staff try. But within the range of random complaints come valid critiques on which you can act.
For example, if customers regularly complain of being too cold in the dining room, then resetting your thermostat levels may be warranted. If an online review suggests the dining room was way too loud for conversation, consider lowering the volume of your music during a busy service. This same attention to detail can apply to complaints about food, concept, and the overall customer experience.
When you identify simple fixes to common customer complaints, make your staff aware and train them to ensure this one-time fix becomes a permanent solution. Ongoing training is the final step in handling customer complaints in your restaurant.
Training Your Staff to Manage Customer Complaints
The beauty of a restaurant is that you work with a team of people who have the common goal of providing great experiences to customers. This, in turn, demands that you train them to field and anticipate when customers do have complaints. Below are some of the major points I stress with waitstaff when it comes to catching and fielding complaints from guests.
Be on the Lookout for Customers in Need
A telltale sign for a guest who needs help or wants to talk to a server is constantly looking around the dining room. Having staff check in with customers who are looking for something is a great way to meet their needs or field any issues they may have with their meals.
Furthermore, continued check-ins with guests during their meal allow your service staff to meet their needs promptly, negating the complaint someone may have in the first place. Regular check-ins and proper focus on customers are crucial to avoiding a lot of complaints.
Empower Staff to Make Decisions
Empower your staff to fix simple errors such as food being cold or a menu item being wrong. While alerting a manager should still be part of the process, instructing staff to first fix the mistake through a dish refire or by bringing a fresh item should take priority. This exudes professionalism, competency, and care in service, and shows the guest that they are the number one priority.
Manage Complaints as Teaching Moments
Beyond egregious behavior by your staff, most staff-caused complaints happen due to an accident or slip in the ability to serve your guest. Complaints from guests should be fixed by productively training your staff. Use one-on-one conversations or follow up with your whole team in a pre-shift meeting to illustrate how common mistakes impact your guests.
Taking the time to educate your team after a customer complaint allows for buy-in and gives your staff more empathy for guests. Furthermore, talking about these issues productively can show you any gaps in your service that could be filled or covered to avoid these types of complaints in the future.
Be There for Staff When They Need You
The people cooking and serving your food are the heart of your business. It is unfortunate that sometimes guests take their criticism too far and make it personal. It is important to stand up for your workers and ensure they are working in an environment that is safe and free of harassment and other personal attacks. Having zero tolerance for customer abuse of your staff is integral to ensuring your business is respected, and the people that work for you feel supported. Draw a line, and be sure to stick to it.
Common Guest Complaints in Restaurants + Scripts
Customer complaints will happen if you own a restaurant. It is inevitable and a common occurrence for every operator in hospitality. But the good news is that it can be managed, and there are actionable responses you can use for some more common complaints.
Below are some examples of the issues you may hear about from guests and recommended scripts for responding to customer complaints in restaurants.
Incorrect Food Order/Dislike of Food (In Person)
In this example, a customer is unhappy with the food they were served and is addressing the complaint in person during a dining service. The order was either wrong, or the food they ordered was not to their liking.
Suggested Script
“Thank you for bringing this to our attention. Could you please share with me what exactly has led to you not enjoying your meal? I can have the kitchen refire it for you, or we could make you a different menu item if this one is not the right one for you. Either way, I’d be happy to ensure you get a meal that you enjoy.”
Incorrect Food Order/Dislike of Food (Online)
In this example, a customer is unhappy with the food they were served and is addressing the complaint online after ordering delivery or dining in person. The order was either wrong, or the food they ordered was not to their liking.
Suggested Script
“Thank you (insert customer name) for bringing this to our attention. We apologize that your dining experience did not live up to our standards. I would love to discuss more with you about what you disliked about your meal so that we can better serve you. Additionally, we would love to have you back with an (included offer of a free menu item/meal, depending on the situation). Please call me at your earliest convenience or email me at (insert email address) so I can help make this right directly.”
Long Wait for Meal or Service (In Person)
A customer complains to your server that their meal has taken too long to arrive. Along with the script, if they book again, then a note should be made that this guest is a high priority with regard to food quality and ensuring they get their meal in a timely manner.
Suggested Script
“I apologize. Your food has taken too long to arrive, and it is our goal to ensure you have the best experience while dining with us. It is our goal to get you the highest quality food as soon as possible. How long have you been waiting and what can I get you in the meantime to ensure your meal continues in an enjoyable manner?”
Long Wait for Meal or Service (Online)
A customer leaves an online review sharing they waited an excessive amount of time to be seated or for their food to be cooked. Along with the script, if they book again, then a note should be made that this guest is a high priority with regard to food quality and ensuring they get their meal in a timely manner.
Suggested Script
“Hello (insert customer name), we apologize for the longer than usual wait time you experienced. While our restaurant can get busy, there is no excuse that you should receive less-than-stellar service because of it. We’d love to invite you back in order to show you our team at its best and serve you to our highest standards. Please email us at (insert email address) or call us directly so that we can take care of your next reservation and ensure this doesn’t happen again.”
Poor Service (In Person)
In this instance, a guest in your dining room has experienced poor service from the waitstaff.
Suggested Script
“I apologize. Our service was not up to our standards, and it is our goal to ensure you have the best experience while dining with us. I would love to hear where you feel our staff strayed in serving you during your meal. This will help me better understand the situation and allow me to make it right for you. Please share what happened.”
What If a Guest Leaves a Highly Negative Review About Your Restaurant?
Let’s say a guest left a negative review about your restaurant on a reservation platform or review site. You should respond in writing directly to the review, if possible. Your proactive response shows other customers that you pay attention to these reviews. A calm approach to a rude reviewer is an opportunity to show grace and professionalism to other would-be diners. There is also a chance that responding directly to a negative online review will help re-engage that customer and rebuild that relationship.
Suggested Script
“Hello (insert guest name). It is unfortunate that we were not able to meet your expectations while dining with us. It is important for us to do right by our customers while maintaining a constructive and meaningful dialogue. If we could discuss the issue at hand further, please send your contact information to (insert email) or give us a call so that we can fix this issue promptly. Thank you for your time, and we hope to connect with you soon.”
As you can see in these scripts, a calm demeanor with a professional tone is key. When you approach customer complaints in this light, you come to them as a professional with perceived authority in this space. This will, in turn, strengthen the idea of your expertise and allow your guests to trust that you will do right by them when fixing their mistakes. Level-headedness and confidence are key when it comes to the question of how to handle restaurant customer complaints.
Frequently Asked Questions (FAQs)
There is no doubt you will encounter customer complaints during your time in the food industry. Below are some of the most commonly asked questions regarding customer complaints and how to handle them.
Some of the most common complaints from restaurant customers include not liking food, receiving the wrong order, the dining room being too loud, and complaints about pricing, food temperature, and service. While these do not cover all complaints customers may have in your dining room, as an operator or food service worker, you will most likely encounter these the most during your time in the restaurant industry.
Restaurants will handle complaints by fielding them through both in-person and online reviews. Once fielded, the restaurant will respond to the guest for more information so that they can act on and help alleviate the source of the complaint. Once the information is gathered, fixing the issue is the last step in ensuring that the customer complaint has been handled.
The first step in dealing with a customer complaint is to listen to and determine the source of the complaint. Restaurants will then see what they can do to fix the complaint or make it right by the customer to ensure the dining experience can be salvaged. Finally, some sort of action to fix the mistake will be taken to ensure the guest feels heard and taken care of.
The four basic steps to managing a customer complaint are very easy to follow and will often lead to the best results for both you and your guest.
The first step is to listen to the complaint to identify the problem at hand. Then, empathize with your customers to show them that you understand their point of view. The third step is to apologize for the inconvenience or issue this problem caused your guest. Finally, address the problem and do right by the customer. Also, training your staff to avoid the issue again is key to bettering your business and getting better long-term results.
Bottom Line
Restaurant customer complaints are guaranteed to happen for every restaurant owner and operator. They are common, as the basis of your business is feedback and appreciation of the product by a large number of different people. While you cannot control how customers react to your product, you can control what actions you take to help address a valid customer complaint. Being confident, ensuring you listen to the complaint, and taking positive and direct action to fix the mistake made are the best ways to handle a restaurant customer complaint.
