Problems Happening Regarding Food And Beverage

Service
In today’s world, liking, commenting, and rating are considered normal and there are no exceptions for
food and beverage businesses no matter how good your restaurant is. Complaints or requests from
customers are unavoidable like the truth of life, but one thing that separates a good restaurant from a
normal restaurant is a professional way of handling the customers’ complaints professionally. Therefore,
the current restaurant business owner must learn how to handle the customer’s complaints so that
when problems have occurred, they can solve problems appropriately.

Regardless of how good the restaurant is, if customers are not satisfied, complaint may be arisen. As the
restaurant owner, you should learn what might happen. For example, in the first case, the coffee shop is
complained by customers that the drinks are served slow and the seats are not enough during rush
hours or the second case, customers complained that the foods are pricey, or the prices are not shown in
the menu. These are the complaints often made by customers or it can be about small matters like the
taste of food and beverages that are not pleasing, or things like utensils such as glasses and dishes that
they do not like, which can lead to a big complaint.

Restaurant complaints can be done in the face but not on social media!

Customer’s complaint about restaurant is something that never ends.

The following are five of the most common customer complaints in food service:

1. Poor Service: One of the major differences between eating at home and dining out is the
element of service, and when this service fails to meet expectations, it can lead to massive
disappointment. When waitstaff is slow, inattentive, disorganized, or outright rude, it negatively
affects the dining experience and can turn an otherwise pleasant meal into a complaint-worthy
affair.

2. Food Quality: Even more important than a restaurant’s service, of course, is the quality of its
food. Food quality can make or break a restaurant and for good reason: it’s the main reason why
guests step through the door. If the food is mediocre (say the bread is stale or the chicken
unseasoned), or worse, unsafe and a risk for food poisoning, word spreads fast via social media
and restaurants can quickly shutter.

Granted, taste can certainly be subjective, and not every complaint will warrant dramatic
changes to a restaurant’s menu. However, keeping an ear open to feedback can help to curb
issues of quality and save an establishment from early death.
3. Facilities Cleanliness: Waiter, there’s a fly in my soup! Flies in the soup, rats in the kitchen,
sticky tables and dirty bathrooms. Even broken faucets and leaky ceilings. Facilities issues like
these can deter diners from even sitting down to order. A dirty, unkempt restaurant doesn’t just
elicit disgust; it also shows diners that management doesn’t care enough to keep things clean
and in working order. That can give off an awful first impression.

4. Environment / Ambiance: A lot goes into planning a successful restaurant: everything from
the design of the chairs to the distance between tables plays an important role in customer
comfort. When a restaurant fails to provide a comfortable environment for its diners -- maybe
the music is too loud, the lights are too low, or the tables are wobbling -- it can turn a positive
experience negative very quickly. Complaints can help restaurant owners adjust these important
details to maximize comfort for those dining in.

5. High Prices: Eating out at a restaurant is a financial investment, and diners want to make
sure they’re getting a good return on that investment. An expensive meal ought to look and
taste worthy of its cost -- if the food does not deliver on what the menu promised, customers
will be disappointed and reluctant to return. Restaurateurs should review comments to see if
the restaurant experience measures up to the cost of dining there, and make adjustments if it
does not.

Major Techniques Of Solving Compliants

1. Give the Customer Your Full Attention: Focus your complete attention on unhappy
customers and allow them to express complaints without interruption. Listen fully to what he or
she is saying. Be empathetic, the faces you make and your body language communicate as
much, if not more, than the words you choose. If the situation is complex, jot down notes so
they'll know you're taking them seriously and that they are being heard.

2. Offer a Sincere Apology: Apologize to the customer for the problem, empathize with his
situation and assure him you will act immediately to address his complaint. This is not the time
to worry about who is to blame or to make excuses. Remain calm and try to keep the situation
from escalating. Thank the customer for pointing out the problem.

3. Find the Best Remedy: Ask the customer what you can do to resolve the problem and offer
any remediation within your authorization. At a minimum, volunteer to replace cold food or a
mistaken order immediately and make sure the kitchen staff understands the urgency of the
situation. If the customer's complaint is more involved, or he remains unhappy in spite of your
efforts, offer to bring your manager to speak with him. Customers may feel better talking to
someone "in charge" when they have a complaint and often provide more insight into their
problem when they do.
4. Take Preventative Measures: Learn from the situation. Customer complaints often identify
specific service or process issues that need improvement. Implement changes as appropriate to
prevent problem situations from recurring. Be sure all employees are trained and aware of how
to handle customer complaints, what types of things they are empowered to do themselves to
address them and when they should request a manager's involvement .

5. Treat and create friendship to keep customers: After the problem is successfully solved,
you should ask the customer their contact number and their name to follow up later. This is the
method to increase the chances of “reconciliation” with customers when all problems are
resolved. To be able to call back to customers and report the progress of the amendment and
also to invite customers back to the restaurant by offering them free vouchers to enjoy the food
free of charge.

6. Solve the problem immediately: The important thing about solving problem is, you must
show the customer that you are handling the problem immediately, which shows that you care
about the customer’s feelings and are able to solve or reduce the customer’s dissatisfaction