Mr. Irate: ARE YOU THE MANAGER HERE?
Operator: Yes, I am! How is everything? What can I do for you?
Mr. Irate: YOU CAN “DO” IS GIVE ME YOUR CORPORATE OFFICE NUMBER!
Operator: Sir/Ma’am, Is there something I can help you with?
Mr. Irate: NO! THIS PLACE IS A SHITHOLE! YOU ARE THE PROBLEM HERE!
Operator: OK, please allow me to correct what it is upsetting you?
Mr. Irate: THERE IS NOT ENOUGHT SALT ON YOUR VEGETABLES! I AM DONE TALKING TO YOU!
I DON’T WANT A REFUND, I WANT YOU FIRED!
I know exactly what you are thinking….just what I need….another bullshit article on how to handle guests???
NOPE…NOT THIS TIME!
On the contrary, let’s talk about a totally different,”new, fresh” approach, didn’t RTG promise you this from the outset?
Let your corporate office train you on handling the irate customer…enjoy that 2 day boring ass seminar…by the way…while in a classroom & not even a dining room!
Sorry…it always cracks RTG up…corporate training, maybe we can do some role playing…YEAH!
What the hell is RTG talking about now?
Guess what? Depending upon the size of your dining area, you have many, many, many HAPPY, THRILLED CUSTOMERS!
Where are they? In that SAME EXACT DINING AREA that jerk off is sitting…DUH! That is why they are customers!
Year after year, battle after battle, the scene ALWAYS unfolds the same…
Operator gets PISSED…WHY?…because despite what this 1 (one) MORON thinks…this operator lives to make EVERY customer happy!
Several things happen here…most of the time the tone & atmosphere of the ENTIRE RESTAURANT changes…it is human nature. The operator is COMPLETELY BESIDE themselves that they cannot make this individual happy! The operator immediately becomes a FAILURE in their mind, despite what the other 500 customers say that EXACT SAME TIME in the dining area.
Often, if not taking this approach…the operator confronts the entire staff on how terrible the restaurant is….happens EVERY SINGLE DAY, EVERY SINGLE SHIFT…
After a MONUMENTAL STRUGGLE, RTG provides an approach never talked about…completely contrary to your training…DON’T ALLOW THE 1, YES 1, VOCAL CUSTOMER OVERRULE THE SILENT MAJORITY!
That is correct! Yes, we said it! Listen to that irate customer & move on!
Do not allow 1 person to dictate your shift & your ambiance & your seasoning of food!
Kewl? (our version of cool)
Listen, let it roll off & get right back out there & talk with all of those HAPPY CUSTOMERS!
If you are this customer, EAT @ HOME!!! NOBODY WANTS TO HEAR YOUR BULLSHIT!
Yes…we are a little rough around the edges…but that’s what our followers have come to love…real experience, real answers!
SikWorld
{ 1 comment… read it below or add one }
1. If you could win that one over you can win them all.
2. Get the “silent majority” talking and telling all of their friends how good you are.
3. If you are a guest/customer eat an independent restaurant there is no “corporate office” to talk to, you can talk to the owner.
you did however spell “majority” right.
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