How to Handle Guest Complaints in Restaurant: Tips and best practices

Dealing with unhappy customers is like walking across a minefield! Even if your restaurant's service is top-notch, there's always a chance someone is going to be that angry customer. The last thing you want is negative comments on review sites such as Yelp, which can spread faster than bad news on Twitter.

So, handling complaints takes skill and finesse, but it's also key to keeping your customers happy and your restaurant's reputation intact.

In this article, we will provide practical tips for restaurant owners and managers on how to handle customer complaints effectively. We will discuss:

• How negative complaints can impact your restaurant

• Where to find complaints

• Understanding the customer complaint

• Responding to the complaint

• The importance to follow up after customer complaints

• Preventative measures

By following these steps, you can turn a negative experience into a positive one, retain customers, and protect the reputation of your restaurant. Remember, a happy customer doesn't just tip well, they're also more likely to spread the good word about your restaurant.

How negative complaints can impact your restaurant

Let’s talk about reputations. They can take years to build, and only a well-crafted, 200-word, one-star review to break! Negative reviews, or fake reviews, are just dressed up, highly visible complaints.

Given how often customers see reviews (AKA every time they Google your business, or open it up on their favourite food delivery app), negative restaurant reviews can seriously impact your business. Customers can often take these at face value too. So if you’re not replying or refuting these claims, your customers may make the choice to pass on by using your restaurant.

Here are some ways negative feedback can impact your restaurant’s reputation:

• Stops potential new customers from considering using your restaurant

• Drives away repeat customers

• Leads to a loss in revenue

• Harms your relationship with suppliers, business partners, and employees

So make sure you’re monitoring for reviews, and responding to them promptly.

Where to find customer complaints

Complaints come from many places - from being mentioned while a customer is dining at your restaurant, to an angry Facebook comment. And while the face-to-face complaints are more obvious (and often need handling immediately), you could easily be losing customers by negative reviews that you haven’t seen or replied to!

So here are a few of the places you should be aware a complaint may appear:

• Social media pages (such as Twitter posts or Instagram comments)

• Your website and emails (if you accept testimonials or have a ‘contact us’ page)

• Survey responses

• Online review sites (Google, Facebook pages, TripAdvisor, Yelp)

• Third-party sites and online ordering marketplaces

• Phone calls from customers (often wanting to book tables, or having issues with deliveries)

• “Pass along” conversations to staff at your restaurant or notes

Remember that with online complaints, your replies will be public, so future potential customers will see your comments as well as the complainer! Make sure your online replies:

• Are prompt - reply quickly to any complaints you find!

• Use the customer name - personalised replies show you’re listening

• Are polite - stay calm and don’t let it become a personal attack

• Accept of the blame - make sure to include an apology

• Are factually accurate - if you are refuting any inaccurate complaints, or confirming details, such as dates of orders

• Take the conversation offline - if you feel that you need to ask more questions or can’t resolve the complaint immediately, ask them to email you with more information about their complaint

Now you know where to find them, it’s time to know how to handle them.

Understanding the customer complaint

So you received a complaint. The first step towards solving the issue is to listen carefully to the customer with undivided attention. Patience is key here, along with asking open-ended questions (if you’re handling the complaint face-to-face or over the phone) to get to the bottom of what's really bugging them. Show empathy for their dining experience and you'll be able to dig deeper into the underlying issue and tackle it.

By understanding the situation, you can identify the root cause of the problem and take steps to prevent it from happening again in the future. Additionally, understanding the situation will help you determine the appropriate solution to offer. The most common restaurant customer complaints are split into three areas:

• Poor customer service - For example, if a customer complains about slow or rude service, you may discover that there are staffing issues during peak hours, and you can adjust the schedule and table service accordingly.

• Poor food presentation or quality - For example, if a customer complains about a cold meal, you may offer to have it recooked or offer a replacement meal, depending on the situation.

• Problems with amenities - For example, issues with toilet or bar cleanliness or poor seating arrangements. This can be a good opportunity to check that hygiene and safety duties are being carried out to standard, or reflect on larger changes to the layout and ambience to your restaurant.

Ignoring a customer's complaint or dismissing it without fully understanding the situation can lead to further frustration and dissatisfaction. Therefore, it’s crucial you know what type of restaurant complaint you are facing.

Responding to the restaurants complaints

Customer complaints are a pain in the neck, there's no denying that. But responding to them is crucial - ignoring them is like sticking your head in the sand and hoping the problem goes away. So, how do you respond properly? It's all about empathy and taking ownership.

Even if the complaint wasn't your fault, it's important to show that you care. So, following up on the previous first step about listening and identifying the complaint, here are some handy steps to help you handle complaints like a pro:

Apologise

Say sorry like you mean it! When a disgruntled customer lays out their concerns, it's important to offer a sincere apology. Don't just throw around a half-hearted "sorry," really own up to any trouble or frustration you may have caused. A genuine apology can work wonders in calming down the situation.

Don't forget to make eye contact with the person you're talking to, and use positive, open body language. This way, they'll know you're truly listening and putting yourself in their shoes.

Take ownership

Were you ever in a situation where you had to apologise for something that wasn't your fault but you still had to take the blame? Well, that's exactly what restaurants have to do. It’s not about telling the customer which team member was specifically at fault - the customer just wants to be heard and to have a solution! (And you’re all part of the same team too.)

Even if it wasn't the restaurant's fault, you have to accept responsibility and show them that you're committed to fixing the problem. So, instead of saying, "It's not our fault," try saying something like, "I’m so sorry for the inconvenience caused. We'll make sure to sort this out and do everything in our power to make it right for you."

Offer solutions

Your customers can be a fickle bunch, so when they're not happy, you need to come up with a solution that'll satisfy them. It's not always easy, but a little creativity can go a long way to provide efficient and basic solutions.

Maybe offer them a free dessert or a discount on their bill to sweeten the deal. Promising a voucher or a gift certificate for a future visit is also a great way to show you care. Just be sure to actually follow through with anything you promise - because no one likes a promise breaker! 

It’s often also worth reiterating your apology at the end of your dinner meal, to show you clearly remember that issue, and check that your customer is happy with the solution provided.

With these simple steps, you'll be able to handle customer complaints in a way that conveys empathy, ownership, and a solution that will make their day. Not only will you defuse the situation, but you'll also be able to save the customer relationship and enhance your customer service strategy. Cheers to happy customers and a happier you!

Follow up with customer complaints

So, you've successfully tackled a customer complaint and now it's time to seal the deal by following up. This final step will help to maintain a positive relationship and ensure customer satisfaction. Here are some tips on how to follow up effectively:

Be prompt:

"Don't procrastinate, communicate!" - that's the motto when it comes to dealing with customer complaints. Not only does it show that you take their feedback seriously, but it also proves your dedication to providing top-notch service. So, don't leave your customers hanging - reach out and reassure them that they're in good hands.

Use the customer's preferred communication method:

It goes without saying: if someone’s complained on Twitter, respond to them on that platform! However, if you’re in the middle of handling a complaint that requires a longer-term solution, make sure to ask the customer their preferred method of contact - whether it's over email, the phone, or in person - and use that. Trust us, they'll appreciate it and you'll avoid any awkward "Why didn't you email me?!" moments.

Express gratitude:

After you've resolved a customer complaint, it's important to show appreciation for their input. Take the time to thank them for bringing the issue to your attention and allowing you to rectify things. This demonstrates how much you value their feedback and are dedicated to delivering amazing service.

Being grateful can help to ease the tension and keep the customer happy, building a great rapport that may lead to increased loyalty and an awesome reputation for your restaurant.

Confirm satisfaction:

When it comes to following up with a customer after resolving their complaint, it's important to go above and beyond. You want to make sure customers are satisfied with how their issue was handled, and if there's anything else you can do to improve their overall experience.

By doing this, you're showing that you care and are committed to exceptional service. And if they're not totally happy, don't worry – get to the root of the problem and offer a solution that works for them.

It's all about making sure the customers are happy so they become repeat customers. So, take the time to confirm their satisfaction and you'll be well on your way to building a loyal fanbase for your business.

Personalise the complaint process:

If you want to impress your customers, you gotta make them feel special. That means using their name and acknowledging their complaints and how you fixed them. Let them know that they're not just another number to you. Show them that their opinion matters and that you're dedicated to making their experience better. Trust me, it goes a long way.

Preventative measures

Preventative measures are essential to minimise the most common complaints in a restaurant. Restaurant owners need to create a positive customer experience to build a loyal customer base and increase revenue growth. This requires implementing strategies that prevent common complaints before they arise. Let's explore a few:

1. Provide clear expectations

One of the most effective preventative measures that restaurant owners can take to minimise customer complaints is to provide clear expectations. By doing so, you can set the tone for the restaurant experience and minimise misunderstandings that can lead to any major concern. Here are some ways restaurant owners can provide clear expectations:

Menu descriptions and menu items

Bring some flavour to your menu by crafting descriptions that tingle the taste of your restaurant's guests. Don't leave your customers guessing about what they're ordering - clearly state what's in each dish,how it's prepared, and the prices. 

By going the extra mile with this type of attention to detail, customers can more easily notice any potential allergens and enjoy their meals without any worries!

By providing specific details, you can avoid any mix-ups and ensure that everyone enjoys their meal to the fullest. Don't be shy - the more vivid and enticing your language, the more your customers will drool over your dishes!

Top tip: A restaurant POS system can help to plan menu items efficiently by tracking sales data, identifying popular items, and allowing easy menu updates according to inventory levels.

Dishes presentation

Do you know what's super annoying when you're out to eat? When you order something that sounds amazing on the menu and then it looks completely different when it's served to you. Like, what's up with that? 

Well, restaurants should make sure their food presentation matches what they describe on the menu and show in pictures. That way, customer's expectations are met and disappointment or confusion is avoided when the food arrives.

Service timing and standards

Make sure your customers are happy campers by giving them the inside scoop on wait times and how you handle service. Your wait staff and delivery drivers should be quick on their toes. This means being attentive and ensuring they always receive a dining experience in a timely manner. And if there are any hiccups, let's address them ASAP. Keep those customers smiling!

But don't fear, with Epos Now's online ordering and delivery system you can streamline your restaurant delivery operations. Its slick interface allows you to manage online orders quickly and easily, while drivers benefit from GPS tracking and delivery status updates to ensure they hit every pit stop on time.

By providing clear expectations, restaurants can minimise misunderstandings and prevent restaurant complaints. It's crucial to ensure that these expectations are communicated effectively to customers, whether through the menu, staff, or other means.

2. Train your staff members

Training staff efficiently is extremely important in a preventative strategy to minimise restaurant complaints. They are the face of your restaurant and have a significant impact on the customer experience provided by your business. Here are some ways managers can use to deliver proper training to the staff:

Clear communication and conflict resolution training

Transform your customer service game by empowering your staff with communication skills that will impress and delight your customers. Teach your team how to:

1. Navigate difficult situations with positive body language.

2. Handle customer service complaints with ease.

3. Resolve issues efficiently by providing the best solution.

4. Know when to escalate to another member of staff.

5. Understand how to follow up on complaints.

With these essential skills under their belt, your staff will be equipped to provide exceptional service that will keep your customers coming back for more.

Understanding dietary requirements and restrictions

Let's keep our foodies safe! It's crucial to equip your team with the knowledge they need to cater to different dietary needs. The last thing you want is any mix-ups or confusion when preparing meals, especially when it comes to allergy triggers.

By understanding dietary restrictions inside out, you can create a safer, more inclusive food experience for everyone.

Clear product knowledge to provide accurate information

Transform your team into menu experts! By educating them on the ingredients and dishes served, you can avoid delivering the wrong order. So, empower your staff with the knowledge necessary to provide exceptional service, from a well-informed perspective.

And it gets even better! With Epos Now's Kitchen Display System (KDS) you can streamline your kitchen operations and improve communication between your front of house and kitchen staff.

This incredible tool provides real-time order information and enables your staff to manage orders more efficiently, reducing errors and increasing overall efficiency. Plus, the KDS offers insights into kitchen performance, allowing you to optimise your operations and provide the best possible customer experience. Don't wait - upgrade your restaurant's technology today with Epos Now's KDS!

By training staff members efficiently, restaurants can support their staff with ongoing training and support to ensure that staff members are up-to-date on the latest practices and procedures.

3. Monitor quality standards

Quality control in the food industry can be a tricky business, but it's essential to maintaining customer satisfaction. As a restaurant owner, you will want to ensure that your food and service are always of the highest quality. By following some of these tips, you can keep tabs on the quality of your establishment without a hitch:

Conduct regular inspections

Spice up your restaurant game by keeping it neat as a pin! Stay on top of regular inspections to ensure cleanliness, organisation, and that nothing slips through the cracks. Get in the habit of checking out the kitchen, inspecting the food storage areas, plus double-checking all your equipment stays in tip-top shape. A little bit of TLC goes a long way in the restaurant world!

Check food quality

Keep a close eye on the food you're serving at the restaurant. By regularly monitoring the temperature of hot and cold dishes, you can control that each ingredient is properly prepared, so there is no risk of food poisoning. Don't let the fire die out - keep the quality of the dishes up to par with the restaurant's standards.

Serving up our final thoughts

In short, handling customer complaints is crucial for the success of any restaurant business. By addressing complaints promptly and effectively, restaurant owners can improve the customer experience and increase customer satisfaction. This, in turn, can lead to increased customer loyalty, positive word-of-mouth marketing, and ultimately, increased revenue.

Interested in learning more about running a successful restaurant business? Check out our additional resources below:

• Guidelines to work in a restaurant
• Reduce waiting time in restaurants
• Learn about table service
• New hire checklist for restaurant employees
• Restaurant staff duties and responsibilities

If you enjoyed this blog, and want to know about how Epos Now can help your restaurant thrive, please get in touch with our team of experts below.