who is always right


The guest in the restaurant is dissatisfied with the dish. Refuses to eat and pay. How do restaurant staff competently "manage" the situation? Sergey Mironov gave clear instructions on this topic.

The main reasons here may be 3:

Objective, when the restaurant settled, and the guest was disappointed, because in the end he was served a poor-quality dish.

Subjective. The dish is cooked properly, but it did not suit the guest. However, the person does not "climb into the bottle," but calmly explains that he did not like it. For example: Caesar salad is very different in taste from everyone that it ate before. Perhaps the guest is simply used to other versions of the dish, but he conveys position clearly.

"Hysterical," or "Haypozhor." There is a whole category of scandalists, more often even scandalists who can get to the bottom of the lamppost. Their claims to the institution may be the most absurd: you have too hot/cold coffee, too liquid/thick okroshka, is it solyanka, my grandmother does not cook it at all... and so on. The guest arranges a show, and the reputation of the restaurant is at stake.

What to do in every case?

In the first - to apologize, remove the dish from the account, at the request of the guest - to prepare the same and compliment in the form of dessert. The main thing here is to smooth the situation.

In the second, I would leave the question to the restaurant. Since a person did not eat a dish to the end, does not provoke a conflict, you can solve it with peace. Restaurants "Meat & Fish" in this case do not take money from the guest.

In the third, it happens that an embattled guest after the dish switches to employees. And no matter how client-oriented you are, it is impossible to allow humiliating staff. If the scandalist is completely buried, it is better to advise not to come to the restaurant more, where such a person does not like anything at all, explaining that in the future he will also not be welcome here.

And in each of the three situations, it is important to prevent improvisations. For each such case, staff should have clear instructions. This will save the nerves of both the disgruntled guest, your employees, and all the other guests who sat nearby and became unwitting participants in any such conflict
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