How to deal with customers that suck

How to deal with customers that suck

How to deal with customers that suck

Act like you care

Not as hard as it might seem. For example: the situation where customers complain to you about one of your colleagues. Carefully listen to the complaint, let your customer be as specific as they want to be. Don't interrupt, nod like you agree and get them, and then say something like: "So if I understand you correctly, this and this is what happened." Show understanding without agreeing on your colleague's fault by saying: "How unfortunate things went like this." By giving the customer your full attention and agreeing that the situation was unfortunate, the customer has gotten rid off their frustration and anger. Then turn the situation around by giving the solution. Try something like: "How can I assure that you'll still enjoy you evening with us?" But of course you can always the always-welcome free drink on the house. A discount on the check depends on what your colleague did.

Always count on you colleagues

Whatever happens, make sure you never burn your colleagues in front of a customer. Not only does it make you look completely unprofessional (and your colleague too, of course) but you'll lose credits within your team. Much better is when you listen to the complaints of the customer and then try to find a solution yourself. If needed apologize for what happened, but never give away you frustration with others. Whether they're colleagues or customers!

Avoid nasty situations

By giving guests your full attention and by being nice and open to them, you can avoid a lot of potential problems. But it's not always a winning approach, because some people are just damn hard to please. You'll recognize these customers if you've got some experience working tables, and you'll feel when there's trouble ahead. Try to respond as quick as possible and avoid nasty breaks by talking to the unsatisfied guest, customers who look like they're going to end up in a fight or someone who looks hammered but still wants to drink more. Offer the latter some water to sober up, rather than kicking them out on the curve.

Make sure the other guest don't notice the annoying ones

Not only is a rude customer annoying for you, they can sure ruin the fun for other guests as well. Try to limit the nuisance as much as possible. If you're all smiles and peace and zen, you'll professionally keep the cool on the floor. Even better: if you handle things smoothly, you're bound to catch some nice tips as too!

Last resort: kick out irritating customers

Drunk guests and swearing of aggressive customers are simple not worth it. To be more specific, you don't want them inside so it's best for all if they leave. Be polite, make sure the situation doesn't escalate (call over a colleague if needed) and stay calm. Make sure you and your team work together when it comes to kicking out customers. Don't round the guest up with all your colleagues though, it can threaten the guest. Don't act cocky or rude, you explain that certain behavior isn't allowed and if your guest is unsatisfied he or she can go someplace else. Work with your colleagues on this one, and it's bound to have a happy ending!

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