Every complaint is an opportunity – our model for resolving issues with guests.

When a guest tells us about a glitch in their experience, they give us a "gift" – an opportunity to improve their experience and turn them into a returning customer.

Guests who don't tell us leave dissatisfied. They won't return and we can't learn from their experience to improve.

So how do you turn a problem into an opportunity?

Important clarification: Providing compensation is not handling the complaint! As part of our feedback service, we handle complaints of all types at the best restaurants. We often encounter many cases where a guest reports a problem, is given compensation, but is still not satisfied at the end of the visit. This is because compensation is not the solution. We teach the following model in all our management workshops and it is the best way to handle any type of complaint. Remember that a minor complaint in your eyes is the most serious for the guest! Therefore, choose to complain.

listening

You must listen carefully, not interrupt the guest, and ask clarifying questions if necessary in order to obtain as much information as possible and understand the situation.

Empathetic statements

You should listen to his feelings, not just the facts, and address them ("I understand your frustration," "I understand that you felt like you weren't being seen, that's completely understandable, and I would feel the same way too," etc.)

During "listening" we nod, ask clarifying questions, and add empathetic statements.

admit

"First of all, thank you for sharing with me. It's not obvious that you would dedicate your time to me like this, it's very important to us, thank you very much!/ Thank you very much for sharing with me, it's not obvious, it really saddens me to hear. The customer experience at the restaurant is very important to us and I'm sorry we didn't meet your expectations."

apologize

A sincere, personal apology (always "I apologize" and not "we") and specific - what am I apologizing for? "I'm sorry we were unable to provide you with an experience like we know and love to do" "I'm sorry for the service you received, this is not our standard. This is an exceptional case and I assure you that it will be taken seriously by us" "We advocate full transparency with guests and we also train our staff in this way. I have no doubt that a lack of transparency creates an unpleasant feeling and a lack of coordination of expectations, so it is very important to understand how we can improve"

If this is the standard at the place

Apologize for not being able to provide them with the experience they expected, explain that this is our place, and offer alternatives if available (arrive at a different time, business/breakfast, request a specific area when booking, etc.).

"I'm sorry you didn't find our menu varied enough. We believe it is very diverse and believe that everyone will be able to find something to their taste. I understand that you didn't feel that way. Can I ask what you were missing?"

"The restaurant is a family place and is also suitable for children. I'm sorry to hear that they bothered you, but that's the nature of the place.... Maybe next time you'll try to arrive later when there are no children in the restaurant."

solution

Respond to the problem as a significant crisis and take ownership of the problem.

Define what actions you will take to solve the problem and, if possible, offer alternatives rather than a single option that leaves the guest no choice.

Check that the solution satisfies the guest and go above and beyond to create wow! "I'm really glad we were able to solve the problem and improve your experience, I'll be back to see how you are doing next time"

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For details about our executive workshops.