The place Consumer Reports made an survey 1.003 people in America to learn what the most common complaints were visits to restaurants. The majority, a 76% exactly, They deal with dirt covered or poor quality of service, following them the poor condition of the toilets. Which concern the food is in fifth place.
All these complaints collected Restaurant protrude five, these being the most repeated the length and width Internet:
The most common complaints from customers in restaurants
- Complaints about service
It is the fault of the service or not, This is the main customer complaint: from a book that does not appear in the reservation book to the delay in serving dishes. Complaints how are you They leave their mark on social networks like Facebook, Twitter, in applications such TripAdvisor or on the same websites of restaurants. And we know that there is nothing worse than a customer who publicly expressed their rejection to service a restaurant.
The first thing you should do is transfer these complaints online to the world offline again. This will be achieved with messages like: “…Thank you for contacting us and we deeply feel that our service is disappointed. We will find the cause as soon as we can and we will contact you to give you an explanation of what happened…”
Once the client is quieter, is much easier to solve these criticisms from a personal level rather than in writing. In these cases the members of the restaurant should be empathetic, understand their emotions, sympathizing with them, trying to explain what happened and what steps have been taken to avoid reoccurrence.
- Complaints about the state of the food
In this sense, most of the reviews about the food usually occur for reasons such as the difference between photography and the actual menu dish, the food does not look fresh, drink has not been presented at the correct temperature, the dishes arrive at the table do not match those in charge, etc.
In any case, If a digital monitor is made and the complaint is detected at the same time, to resolve it can change the requested dish and provide an extra invitation to the already entrusted.
- Indigestion or poisoning
Although, It is in third place, a complaint like this It is highly dangerous for the image of the restaurant, in fact, minimal suspicion of poisoning or indigestion about an establishment, It has the ability impact on footfall. These types of complaints are delicate because, In most cases, you can not know the exact causes.
In any case, the desired response must be fully empathetic with the belief client, show due concern and state that have implemented the necessary measures to clarify the causes of this event.
- Complaints about the operating
At the given moment in which it formulate a complaint to the operational restaurant, the responsibility will rest with the management and organization, instead of service. For example, if not ahead of the possibility that a weekend can go more customers than expected, the lack of waiters can affect a number of complaints, etc.
The answer to such circumstances should be concise and express sincere self-criticism. In this sense, it is advisable to communicate that such complaints have helped improve the organization of the restaurant.
- Complaints about the idiosyncrasies of the site
The vast majority of complaints in this section can not be improved at the same time because they belong to natural or local qualities, as its location ("Too far from the center") or their environment ("too much noise"). In any case always We try to do everything possible to solve any problems that may embarrass our customer.
It is difficult to escape complaints, but we know how to deal
If complaints are made in reference to the structure ("Access to the toilets was very difficult"), it is also complicated solve them at that moment. Although, for example, Yes cleaning a complaint that could develop from the time a customer says the restaurant.
Nevertheless, other complaints also appear to be repairable, as improve attention to the diversity of the clientele ("I had no menu for celiacs"). To something, we recommend you get to know your restaurant menu to make a valid suggestion for this kind of diner.
But we must never forget that a customer complaint is the beginning of an opportunity for our restaurant a “manufactures of happy customers”.