It is no secret that customer feedback can make or break you in the restaurant industry, and though the nature of the beast is even the best places will get complaints. How management decides to handle the customer complaints and critiques is one of the single most important things anyone in management can learn. One of the most important things is to be sincere when apologizing to the customer and be able to handle the complaint on all levels of the staff. It is important for managers to set a good example for the rest of the team.

Key Takeaways:

• The first step in receiving feedback is to actively listen to the customer’s experience with the intention of remaining empathetic to their concerns.
• A sincere, heartfelt apology is the best way to shift the momentum of a negative experience toward a positive turnaround.
• To substantiate an apology, make a significant gesture. With the example of cold soup, take the dish off the bill immediately.

“”Here are four steps for transforming bad feedback into an asset for a restaurant.””

http://restaurant-hospitality.com/management/4-ways-turn-critics-fans