No matter what type of customer-facing business you work in, chances are you’ve heard the adage the customer is always right. But Google it these days and you’ll see as many pieces agreeing with that approach as you will pieces which disagree. But what does it mean in practice and how can you deal with the most common types of difficult customers?
1. The critical customer
How to deal with the critical customer?
The critical customer will evaluate every 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 them:
The one rule that you should remember is don’t take all the criticism personally. If you do, you’ll will be worn down in no time.
Discard the negativity and turn it into something positive. For instance, if the customer complains about a glass not being clean enough, say: “I’m so sorry, 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 you and your colleagues can stay calm, the positivity will reflect onto your customer and they will leave with a good dining experience.
Read more: Are you measuring customer satisfaction correctly?