You have a very difficult customer who is unhappy with the meal you have served them. How would you handle this situation to your mutual satisfaction?
Customers complain because they want satisfaction and plan to return. Most unhappy customers don’t complain and don’t return, so view complaints as opportunities for growth, repeat business and resolving problems in the restaurant. Busy restaurants generate occasional problems, both real and imagined. If customers aren’t complaining, then managers have no way of correcting problems or diners’ misinterpretations, so a restaurant that treats complaints as a way to win over customers is better positioned to earn a reputation for great customer service.