Sold-out dishes

Guest: “Ah, yes, I’d like the risotto please”

Waiter: “Oh, I’m sorry… we’re out of pumpkin, so…”

Guest: “… In that case, I’ll have the lamb stew”

Waiter: “Hmm, sorry, I think we just sold the last one…”

Anyone who’s ever been there, knows how these conversations can ruin your experience.
At the same time, it’s not uncommon to run out of a particular dish, especially if you’re on a tight budget. So, what can you do? First off, try to let guests know ASAP. Update your digital menu regularly or tell guests which dishes aren’t available when you hand them the menu.
If possible, suggest an alternative. That way, your guests won’t feel like you’re leaving them hanging, and you keep your waiters happy as well!

Coupon complainers

Still, some people are hard to satisfy, especially if they feel entitled to a discount. No matter what happens, even a minor mistake can get you in a sticky situation. When push comes to shove, use all your kindness… it’ll work like a fire blanket.

First off, make sure to really listen. Always assume the guest is right and don’t ever interrupt. Ensure that they feel heard. Be humble and acknowledge their complaint in a friendly, professional way, even if you feel the complaint is unjustified. Always address their feelings first, as this generally helps people to shift their focus towards a solution.

Addressing the problem first can make people feel like you don’t want to pay personal attention to them.

Next, you have to come up with a solution. Go-to solutions include a replacement meal, free drinks, or a discount. However, feel free to ask your guest what they would like you to do. Don’t forget to make sure the guest is happy with the solution you offer. And, last but not least: go the extra mile! Offer a free coffee after dessert, or a discount for their next visit. That way, you’ll get rid of any leftover resentment. And if you do it well, you might even turn the whole situation around!

Sudden staff shortage

Hailey and Tim just called in sick and Justin isn’t available… And it’s a busy night. Your other staff members will have to give it their all if you are to give guests the experience they’re looking for. First off, prep your staff about managing expectations. Inform your guests about waiting times if possible and tell them the reason why. Ask people if they’re okay with waiting and offer a solution if they’re not. Sometimes it’s better to give people a to-go box, or even let them allow them to go somewhere else, instead of having them stress out at one of your tables. If you realise that you’ve left a table waiting, apologise for the delay and communicate, communicate, communicate! “That table is waiting for their drinks, so I’m just quickly heading over there and then I’ll take your order, all right?” “One of our chefs called in sick, so our waiting time is currently about 40 minutes, but the kitchen staff is working as hard as they can to get your order out as soon as possible.” Offer a drink if waiting times are longer than expected and pay attention to the table order. There’s nothing more annoying than waiting while someone else jumps the queue!

TIP!

Kids aren’t known to be great at waiting, so if you have guests with kids, help them entertain their kids. It may be as simple as giving them a colouring picture and some pencils. If you’re creative: design a special scavenger hunt based on things they can spot in your restaurant, or, for older kids, print a game of dots and boxes with the rules.

‘Unforgivable’ mistakes

Of course, there are many other situations that require you to take action to prevent further escalation. Fortunately, good communication will get you in the clear most of the time. However, there are also mistakes where there’s no best-case scenario and damage control is your only option. Serious food safety issues, for instance. Or forgetting about allergies. If these things happen, they need to be handled with extreme care, as they can truly cost you your business. In an American survey on foodborne illness outbreaks in restaurant chains, 44.3% of consumers reported they would either ‘never visit again’ or ‘would be inclined to avoid eating at that chain for six months to a year’. And no matter the scale, it affects all branches.* Why? Because a bad rep spreads like wildfire!

Remember that it’s always better to prevent problems than solve them. But at least you now have some online and offline inspiration on how to handle any issues you encounter!

* source: https://www.steritech.com/knowledge-center/best-practices/drivers-behind-restaurants-choices/