how to handle guest complaints on slow food service, drinks, price, general services in the restaurant.?

Answer 1

Politely thank them for their input but recognize that the customer is NOT always right - if the diner is complaining about all of these things at the same time, they're looking for a free ride. I applauded Carl's Jr. Restaurants handling of the finger in the Chile episode because I felt it was about time somebody called the bluff on at least one of these freeloaders. Comping is not always the answer - it affects your restaurant's bottom line.
If they are complaining about slow service, apologize and pass on to management - you obviously need more peak time staff.
Recognize that everyone tastes are different - if they are complaining about the drinks, replace it with a different one that's comped. Maybe they just don't like the way your bartender makes that particular drink.
Food & Beverage sales prices are based on the cost of the raw ingredients - roughly a third is raw ingredients, a third is salaries/utilities bills/etc., and the last third is profit. A chicken is not expensive but if the recipe calls for truffles, well, obviously the sales price of that particular dish just went thru the roof. If the dish is truly bad (ie; fish not fresh, too salty, etc.) take it back to your chef - trust me, he wants to know that - and offer them some other meal and comp it. If your chef is a people person, they would probably be thrilled by his visit to their table to make Chef's suggestions - he might even make something that's not on the menu just for them.
Remember the old saying about pleasing all of the people all of the time? General services complaints are so vague that they could mean anything from they don't like the parking lot to they don't like the lighting in the bathroom. This is a very fine line to walk - you have to find your sixth sense about who's scamming for a free meal.
In your mind, you have to weigh the cost of a free drink or dessert or whatever against the cost of losing their business and frankly, it may be okay to lose the future business of unreasonable people making a scene in your dining room who are so unreasonable that you can't please them no matter how hard you try. A happy customer only tells about 3 people about their experience whereas an unhappy customer blabs to 10 but there are some unhappy customers where you politely attempt to be accommodating, recognize you are not going to placate them and then move on without letting it ruin your day (and hence the rest of your diners' dining experience).

Answer 2

Well, the prices you can adjust depending on if that means you'd be able to stay in business! People always will want things cheap, but if it's not realistic, that's a different story. As far as the service goes- FIX it! When a customer is complaining about the service, it is best to apologize, and offer them something in return. Even just a coupon, gift certificate or a percentage off. But then, take active measures to correct the problem so it doesn't continue. Just think how you'd like the situation to be handled if it was the other way around, and you were the customer who felt that they were being poorly treated.

Answer 3

Well, ultimately you don't want to have any complaints, but that would be next to impossible. One of my managers handled his complaints by comping the meal, but usually only when food service was 2 slow. He used his discretion with this, though. As far as the prices of the food and drink, he did not comp for that. He would engage in conversation with customers about this and refrain from being argumentative, although they might be. Maybe discuss with them how comparable his prices were to other competitors of his. He might give these customers coupons for free appetizers and/or a free drink next time they come in. He might show his confidence by letting the customers know that they will not be disappointed (even for the high price). For general service he usually apologized all over the place and comped them depending on what the problem was, of course. You know, if it was within reason. Like if something (totally bad food) or someone working for him ruined their dining experience. Generally, just being sensitive to the customer and their problems (dislikes, bad experiences, etc.) at that particular time. Also, getting to know your customers is a big plus. Being friendly with them if they allow it & knowing when to back off. People almost always respond positively to a bad situation when you just step in and try to do whatever it is in your power to make them happy.

Answer 4

Always say something. Give them a chance to make it up to you. Speak to a manager or even the chef. Don't take it out on the waiter, they are usually the least professional workers in restaurants. A maitre'd or manager or chef can usually address the issue and depending on the problem will comp something from your bill, have it recooked, whatever it takes. Depends on where you go of course -- Loco Crab Shack doesn't care as much as Le Bernadin.

With poor service, (in New York anyhow) you should always tip at LEAST 20 percent for average/good service ... more for anything above. Dropping that to 15 or even 10 because of poor service with repeated errors that you have asked to have addressed and are not is acceptable, but leaving NOTHING is not.

Answer 5

Apologize. Rectify. And give something to them, no charge. Smile and Thank them for telling you. Remeber this....Whatever you do, make sure they don't leave until they are happy.......Otherwise you'll never see them again!!!!
Many restaurant owners will say "nobody complains about my food, prices, service, quality". Well that may be true, because the one's who didn't like any of the above aren't customers anymore.

Answer 6

You improve the service or food or drinks. Whatever customers complain about needs to be seriously considered.

Answer 7

Cordially and with sincerity. The guest is always right is a good motto to use…. Because negative word of mouth feedback could be worse then a newspapers bad review.

Answer 8

Handle the complaints promptly - and politely. Don't ignore the customers.

Answer 9

Smile and thank the customer for their input.
Let them know that their business is important to you.
Be sincere and genuinely interested in correcting the problem.
Offer a free appetizer, dessert, or meal for their inconvenience.
Be polite and courteous... don't take it personally.

Answer 10

offer a snack plate to start the dinner,the price is set and one can not do anything about that but have to server's come to the table more often, refilling drinks or coffee, refill the snack plate, have a music system on so they hear music, and hire more cooks to help speed up cooking time.......