1. The critical customer
The critical customer will evaluate every single detail and complain about it; from the way you fold the napkins to the temperature of the room. From the background music to the one minute delay on the delivery of the drinks.
How to deal with him:
The one rule that your employees have to remember is that they shouldn’t take all the criticism personally. If they do, they will be worn down in no time. Teach your staff how to discard the negativity and turn it into something positive. For instance, if the customer complains about his glass not being clean enough, say “I’m so sorry, Sir, I will bring you a new one right away.” Or if the meat is not cooked to his satisfaction, say “I’m so sorry, I will send it back to the kitchen and bring you a new one in no time.”
Often, critical customers are not unhappy because of you and your restaurant. Most likely, they bring their daily frustrations with them when going out for a meal. So remember, the criticism is not meant to hurt you; it’s just their way of letting out some steam. And if your staff can stay calm, the positivity will reflect onto your customer and he will leave with a good dining experience.
Read more: Are you measuring customer satisfaction correctly?