Guest Complaints or Feedback
If a guest complains about the drinks, food, or service they receive it can be really disheartening. There will be times when our guest is absolutely right and times when they are making a big fuss over something minimal. Whatever the situation, it’s important you respond in the right way.
No matter the reason for the complaint, your goal should be to send your guest away knowing that you value them. How you handle the complaint could determine if the guest returns to cafe and the feedback they give to other potential guests. We want to ensure that our guests have a good coffee experience.
So, how should you deal with guests when they’re making complaints? How can you turn something challenging into something positive and constructive?
Listen Carefully
A guest has a right to complain about anything at any given time. You may feel well equipped to deal with it, or you may be having a difficult day making it harder to respond. Either way, you have to stay as calm as you can. Give your guest the opportunity to complain without interrupting them. It’s important your guest has the chance to voice all their concerns without facing excuses for each one. Remember, this isn’t personal. Show your guest that you are listening by repeating their concerns back to them.
Ask Questions
Ask questions in a caring and concerned manner. The more information you can get from your guest, the better you will understand their perspective. It's definitely better to ask questions than jump to conclusions.
Empathise
It is frustrating to receive complaints and your first instinct may be to feel defensive. But, take a breath and put yourself in your guest’s shoes. They may be having a difficult time of their own and need to know that they have been heard and you empathise with them. Often you'll find that your guest will be a lot calmer once they know that you're on their side.
Apologise Without Blame
Too often guests are told ‘I’m sorry but…’. Blaming the problem on something or someone else isn’t going to bring your guest on side. Accept the complaint and apologise without apportioning blame or an excuse. Remember, whether the guest is right or wrong, this is how they're feeling. Make sure your guest knows you're concerned about their complaint and, if applicable, ask for suggestions as to how they think things could be improved. Complaints can often turn out to be a positive as they give us the opportunity to improve what we do.
Solve the Problem
It's important to solve the problem as quickly as possible. How you deal with the complaint may well determine whether your guest returns during the festival (and what they tell others about the service they received). Ask your guest what would be an acceptable solution to them. Look together for a solution that can be delivered quickly and will satisfy your guest. If it feels appropriate then offer free drinks or cake.
Note: if the guest becomes aggressive and you feel uncomfortable, remove yourself from the situation and seek advice from your Cafe Manager.
Reflect
Think about whether this complaint is something that we can learn from as a team. Is it applicable to let the team know about it and/or put forward a suggestion to the team and your Cafe Manager?
Dealing with a difficult guest is never easy, but dealing with it in a positive and empathetic way can make all the difference to the outcome.
Remember...
Value the person
Don't take it personally
What's the quick fix?
Dealing with Aggression
If any angry members of the public are perceived to be a risk, a member of the CLO Team or the Event Organiser should be called immediately.
In extreme circumstances of aggression, the issue should be escalated to the BCF Security Team.