Friday, December 13, 2024
Well, now it’s time to handle one of the big ones. Over the years, I have had a number of guests tell me that “The Customer is always right!” one said it in a tone that wasn’t going to get him what he thought he would derive from making that statement to me. In truth, the Customer is not always right, BUT, they are always the customer. We have had a lifelong policy that we will do whatever we need to make a customer happy AS LONG AS it doesn’t interfere with the experience of the other guests. We try to accommodate whatever they need and make sure that they have a great experience. However, they don’t get to do whatever they want just because they want it. On a busy night at one of the restaurants, a customer informed me that they didn’t want anyone seated at the tables on both sides of them. I explained that we would see what we could do but that if business required, that would not be possible. He indicated to me that perhaps I hadn’t understood at which point I offered him an alternative or two. A corner table with only one adjoin table, or our private dining room with a $750 food and beverage minimum. He may have felt that because he was the customer he would get whatever he wanted. But I tried to give him alternatives that would allow him a little more privacy, but still let us run our business. He ended up staying where he was and enjoying the evening.
To be sure, we want every guest to feel taken care of. Extra sauce, no problem. Cook the veggies a little longer, got it? But we are in the hospitality business and things are going to happen. Look for the solution that makes both the customer and yourself happy in the end. It’s not always easy, but a customer is worth a lot of revenue over the years. If you can win them over you will have a guest who respects you for going out of your way. I know of many restaurants that have the pat answer of “We don’t do that”. I worked years ago for a restaurant that told me as a server that we don’t get guests a pitcher of Iced tea for the table. But I had a group of friends who came to see me as a server and as soon as they sat down, I brought Mr. B. a pitcher of iced tea. They then proceeded to run up a large tab and leave a big tip. I met them in the middle and they were long-time patrons of the restaurant. It’s easy to say, we don’t give customers mayonnaise for their French Fries. Why not? You have the condiment in the kitchen, so make the customer happy. If you don’t, rest assured that some other restaurant will.
Put the time and effort into trying to meet them at their need. When a customer quotes me that, I always respond with a smile and tell them that they are always the customer and then I ask how we can make them happy. They now understand that I am not giving in to their every demand, but that I am here to try and please them. It takes the situation from confrontational to a working relationship. They’re not always right…but they make the business go. Be firm, look for solutions, and never stop making friends.
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Father of Five , married to the love of his life for over 40 years and a business Card that reads; “The Idea Guy”, Steve lives in a world of creativity. He attended the University of Maryland where he majored in mass communications that help to fuel that creative streak. His Foray into Hospitality and his creative ideas and concepts has allowed him to have fun all of his professional career. He has owned five award winning restaurants and that has fueled his passion for “thinking out side of the box”. His restaurants have received accolades including “Top 100 in America” and Steve was named the State of Maryland’s “Restaurateur of the Year”. Steve has a passion for Philanthropy and his Restaurant Group has helped to raise over 7 Million Dollars for Charities. He is passionate about writing, public speaking and Maine Lobster with drawn butter.