"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!
About Me
- Jeffrey Summers
- I am the expert you call when you need to learn how to increase top line sales, lower your operating costs, increase your profit margin, hire and train better managers and staff, evolve your operation into more and better ways of doing business, buy or sell a restaurant, improve your service, engineer (or re-engineer!) your menu, market your business better and less expensively, keep yourself from going nuts because you have no life anymore, open more and better restaurants, don't want to have to give up your first born child to pay a consultant and have more fun! My mission is to enhance the quality of life for my clients by providing the best products and services to help them achieve their personal and professional goals. I take great pride in my clients, my company, my commitment to service and the products I sell. I am a recognized expert in the hospitality industry with over 24 years of success at planning and executing strategies for delivering dramatic results, a former "GM of the Year" for 2 major, full-service, franchises, an Award winning Multi-Unit Executive with 2 of the largest restaurant chains in the U.S., published author, husband and father of two.