You have the power to turn handling a rude customer into a positive and even promotional experience for your restaurant.
We never look forward to dealing with an upset or angry customer while running or working in a restaurant, but it’s inevitable. While most people are polite and calm in a situation, there are some rare occasions where a customer is boisterous and makes a scene.
Consumer Reports surveyed over one thousand restaurant-goers to see what the most common customer complaints were. The three most prevalent areas of concern included complaints about the waitstaff, the meal’s quality, and the restaurant’s cleanliness, bathroom facilities, or dishware.
So, how do you turn a raging customer yelling and waving their hands into a positive experience for your restaurant? It’s all about how you handle them.
Your reaction to a rude customer is how other guests will judge your restaurant’s reputation and . If you uphold your authority and solve the situation quietly and swiftly, you’ll gain even more respect from observers.
In this article, we will explore exactly how to handle rude customers to uphold your restaurant’s good standing.
The best way to handle rudeness is to bite your tongue and respond in a calm, cool manner. Ask the waiter politely to repeat what they said. If the waiter’s rudeness came out of something they said, they may have said something on impulse or made a mistake. It’s less likely they will be rude a second time.
Remain Calm and Poised
As a rude customer confronts you with their complaints and issues, it’s essential that you remain calm and poised. Even if they are red in the face, and their blood pressure increases, you must resist matching their level of emotion.
Body language is important in this situation as you don’t want to seem weak, but you also don’t want to seem intimidating. When you remain composed as a customer becomes disruptive, you will give an air of authority and better represent your restaurant.
Listen Attentively to the Customer
As your customer is in front of you complaining, this is your chance to listen to them attentively. Show them that you care about what they are saying and want to remedy the situation.
Body language plays a significant role when handling a rude customer. To make them feel heard, make eye contact with them and lean in. Seeing that you are actually listening may cause them to calm down.
Don’t just make it look like you’re listening, though. Actually, listen to what your customer is complaining about and internalize it. If you find that multiple customers have had the same concerns, it’s time to strategize and find a way to fix the issue.
HOW TO DEAL WITH RUDE GUESTS IN THE RESTAURANT! WAITER TRAINING VIDEO!
FAQ
Do you tip a rude waiter?
What annoys a waiter?
Why are people so rude to waiters?
How do you deal with a bad server?
What to do if a waiter is rude?
Ask to see the manager. If the waiter continues to be rude to you, take the initiative by asking to speak to the manager. Ask your waiter, another waiter, or the hostess to please send the manager by your table. You could also ask to be served by a different waiter. Tell them, “We’d appreciate it if you could have someone else cover our table.
How do waiters and waitresses handle rude customers?
3. Waiters and waitresses know how to handle rude customers. In addition to taking orders and serving food, servers are often forced to de-escalate conflicts. For many people waiting tables, this means acting sweet and professional no matter how angry customers get.
How do you know if a waiter is rude?
Observe your waiter’s behavior. If the waiter is rude to you because they hadn’t checked on you in over 10 minutes, observe them from afar. Look for how many tables they seem to be juggling. Note whether they are standing in the corner looking bored, or if they are they constantly on their feet the whole time.
How do you get a waiter’s undivided attention?
Demand the waiter’s undivided attention. If your waiter isn’t giving you their undivided attention, they may not be able to communicate effectively. Sometimes waiters are too busy to realize when you need something. Wave your hand to get their attention.