You don’t want your restaurant reviews to be solely negative, right? Imagine your potential customers reading the negative reviews and never visiting your restaurant. It sounds daunting, right?
The six reasons your customers will leave your restaurant angry are- Ignoring them, incorrect order processing, slow service, rude staff behavior, a dirty kitchen or tables, and not handling customer complaints well.
Let’s be honest: An angry customer can spread the word faster than a happy one. Ninety-five percent of people share bad experiences with others, while only 87% share good ones. That’s why focusing on creating a great customer experience is so important.
In this blog, I’ll share six common ways you might accidentally upset your customers and how you can avoid these mistakes. Let’s dive in.
1. Ignoring Your Customers
One of the quickest ways to make someone angry is to ignore them. Imagine walking into a place, waiting to be seated, and no one even looks at you. Or sitting at a table for 10 minutes without anyone taking your order. It’s frustrating, right?
Good customer service starts with acknowledging your customers as soon as they walk in. A simple smile, a “hello,” or even a “we’ll be right with you” can make a big difference. Train your staff to be attentive and proactive. If you’re busy, let your customers know they’re seen and will be helped soon.
2. Slow Service
Nobody likes to wait too long for their food. According to a study by QSR Magazine, 60% of customers say slow service is the most frustrating part of dining out. If your kitchen is backed up or your staff is overwhelmed, it’s easy for delays to happen.
To avoid this, you should invest in EasyEat Pro as it enables you to take orders through a QR code. Your customers would just have to scan the QR codes and their orders will be directly sent to the kitchen. The time taken by a waiter to come and take their orders won’t be there and the whole process of order placing will be much faster. In case you don’t have EasyEat simply apologize or update them. You can also offer a small complimentary item, like a drink or dessert, to make up for the wait.
3. Getting Orders Wrong
Mistakes happen, but getting an order wrong can upset someone. Imagine someone ordering a vegetarian dish and getting meat instead, or asking for no onions and finding a pile of them on their plate. This is one more mistake that can happen when you don’t have EasyEat with you. When your customers will place their orders through QR codes their orders will be accurately placed by them. No waiter will be involved in between. This also makes sure that even the tiniest of the requests won’t be missed by your chefs.
Double-check orders before they go out. In case you don’t have EasyEat apologize to them sincerely and fix it immediately. A happy customer feels heard and valued. According to a study by HubSpot, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service.
4. Rude or Unfriendly Staff
Your staff represents your place. If they’re rude, unfriendly, or unhelpful, it reflects badly on you. A single bad interaction can ruin a customer’s entire experience.
Train your staff to be polite and patient, even when dealing with difficult situations. Encourage them to smile, make eye contact, and use positive language. Remember, good customer service is about making people feel welcome and appreciated.
5. Dirty or Unclean Spaces
Cleanliness is a big deal. If your tables are sticky, the floors are dirty, or the restrooms are messy, customers will notice. A survey by Technomic found that 75% of customers avoid restaurants with poor cleanliness.
Make sure your place is spotless at all times. Regularly check tables, floors, and restrooms. A clean environment not only keeps customers happy but also shows that you care about their experience.
6. Not Handling Complaints Well
No matter how hard you try, there will be times when a customer is unhappy. How you handle their complaint can make all the difference. Ignoring them or being defensive will only make things worse.
Listen to their concerns, apologize sincerely, and offer a solution. Sometimes, just being heard can turn an angry customer into a happy one. According to a study by Lee Resources, 70% of complaining customers will return if their issue is resolved.
What to Do If a Customer Is Angry
Even with the best intentions, you might still face an angry customer. Here’s what you can do:
- Stay calm and listen without interrupting.
- Apologize sincerely, even if it’s not your fault.
- Offer a solution, like a discount, free meal, or a replacement.
- Follow up to make sure they’re satisfied.
Handling complaints well can turn a bad situation into a positive one. Customers who have their issues resolved are often more loyal than those who never had a problem in the first place.
FAQ Section
- How can I create a better customer experience?
Focus on the little things—greet your customers warmly, keep your place clean, and make sure your staff is friendly and attentive. Small gestures can make a big difference. - What should I do if a customer is angry?
Listen to their complaint, apologize sincerely, and offer a solution. Staying calm and showing empathy can help turn the situation around. - How important is good customer service?
Very important! Good customer service can make your customers feel valued and encourage them to return. It’s also a great way to stand out from others. - How can I keep my customers happy?
x`Pay attention to their needs, fix mistakes quickly, and always treat them with respect. A happy customer is more likely to come back and recommend your place to others.
By avoiding these common mistakes, you can create a positive experience for your customers and keep them coming back. Remember, a little effort goes a long way in making someone’s day better. And when your customers are happy, you’re happy too!
