My restaurant is a reservationonly restaurant, everytime I have to confirm all of the information from the guest 1 day before. Once ,a guest came wif her frd, and she suddenly told me that her frd is a Veggan + gluten free . I have to explain to them we can serve nth to her frd because even we want to, those markets are closed. So we can only suggested them to a restaurant which serve vegan menu and help them to book a table immediately. After,we told them that we really wish to serve them again and if them come next time I will give them a veggan wine.
Sometimes it's quite so difficult for me to handle customer complaints. I am so glad for your tips because it can help a lot. The best line i really like the most is.... you have to identify your guest. Because all of them have different characters. We have to know when to listen and when to talk. We have to listen them first. I would like also to blog my own experience a manager maybe one of this days. You can check also my channel to get some tips. Please check also my RU-vid channel. Don't forget to click the notification bell so that you will notify if i uploaded a lot of videos.
Great information... I tend to freeze and my mind goes blank sometimes when a customer complains so if anyone else deals with that also can you tell me how you deal with it? :)
There are people like you in every job. It is hard because this is mental. The good thing is that you already know, what is your problem and now you can work on it. I am not a specialist in this field but Jim Kwik is a great guy who can teach you a lot. FInd him on RU-vid and see if he has some videos about this subject. Good luck!
@@TheWaitersAcademy awh thank you so much for getting back to me and I will make sure to go check them out :) Thank you for your videos they have really helped me a lot
If you already have a few initial responses on hand it might break the mental blank. Even if it’s the phrase, “oh, I’m sorry to hear that..” Even repeating back what they said can appear as though you are listening, while also maybe easing them slightly, and buying you time to think of how to respond. For me, often I will literally say in my head, “stay calm, take a deep breath.” It can be difficult, but it might get easier over time.
You didn't get the solutions, Xolo? There 3 parts of this video but if you don't want to watch videos you can always go to the waiter training course and learn from the lesson about complaints... Anyway, good luck to you with the angry guests!
i have bad experience when got a complain for the guest about food is too salty. i don't care about the advice a guest given. i just living a guest and saying to the cheff when a food is too salty and i forgot for asking apologize its first time when i work in a restoran
Hi Nuril, it is normal not to know and do everything right when you are new waiter. Make sure that you learn every day more and more about the job and it will pay off. Good luck.
