How To Handle Poor Customer Service When Dining Out
Even in the country's current economic situation, people are still expected to dine out. In fact, the National Restaurant Association reports that restaurant industry sales for 2009 are expected to reach $566 billion. One common concern among diners, the customer service that they receive, can be a determining factor in whether or not a person goes back to a particular restaurant for another occasion.
"Providing good customer service is essential to the success of any restaurant," says Grace Polizzi, co-owner of Hamilton Township, New Jersey-based Spigola Ristorante. "But it's just as important to correctly handle complaints of poor customer service. If unhappy customers see that you care enough to address the issue, you will most likely be given a second shot to make a good impression on them."
In spite of the emphasis that a restaurant may place on customer service, issues will no doubt arise from time to time. For those consumers who may find themselves on the receiving end of less-than-desirable service, there are some recommended ways to handle the situation, in an attempt to garner a favorable outcome. Keep these tips in mind:
� Be reasonable. There are situations where you may expect more than a restaurant or staff person can give. This is especially true if the restaurant is unusually busy or there are new employees on the job.
� Be direct. If things are not going your way, slow the pace down and let the person know that things aren't going well. Be specific about what it is that you need and how they can help remedy the situation. Many times, the staff member wants to help, but miscommunication causes tension and they are unclear about your wishes.
� Team effort. Nobody likes to be embarrassed by having their boss called over. Only do this if the situation cannot be remedied with the boss being involved. Ask the person you have been dealing with if there is any way you can all get the situation handled without having to involve the manager.
� Follow up. Once you have left, if you still feel the sting of poor customer service, follow up by writing a letter and sending it directly to the manager. Again, be clear about what made the service poor and what they can do to address your concerns.
� Re-consider revisiting. Your first reaction may be never to go back to the restaurant again, especially if it was your first visit. But getting poor service one night doesn't necessarily make for an overall bad restaurant. Consider trying it on another occasion to see if it's consistently poor or if you originally visited on an off night.
"No restaurant wants their customers to leave unsatisfied," adds Polizzi. "The goal is to keep them happy and coming back time and again. But restaurants also want to know when customers feel they were short-changed on service so that the restaurant can take that opportunity to make things right."
One other thing that is important for diners is to give praise when it's deserved. Restaurants don't want to hear customer feedback only when there is a problem. They would also like to hear stories about receiving good customer service, which lets them know they are on the right track.
About Spigola Ristorante
Spigola is a modern Italian restaurant based in Hamilton Township, New Jersey. The restaurant features a full menu of traditional and modern Italian cuisine, as well as an extensive wine list and bar. The establishment also offers weekly live entertainment, events, specials, and daily happy hour, as well as catering services and private party facilities. To learn more about Spigola, visit the Web site at http://www.spigola.net.
# # #
Source:
National Restaurant Association. Restaurant Industry Expected to Post Modest Sales Growth in 2009 as it Co
Cher Murphy
Cher Murphy PR
CherMurphyPR@Gmail.com
571.263.2128