Every restaurant owner has to deal with complaints no matter how well they serve or cook for their customers. It is part of the hospitality and leisure industry. Typical situations where conflict between clients and restaurant staff can occur is when the consumer is frustrated by service or quality, such as getting the wrong order.
Whatever the situation, it is your job to help resolve the conflict and transform complainers into regular customers.
What to Do When a Conflict Between a Customer and a Restaurant Staff Member Occurs
Conflicts are not harmful incidents because when a customer is disappointed about your product or service, they actively engage with you to fix the problem. It is the responsibility of the restaurant management to seize the opportunity and act on it.
Below are ten effective ways to handle customer conflict, show professionalism, respect the customer, make them happy, and address similar circumstances in the future.
1. Set Up a Conflict Management Plan
Setting a conflict management plan (CMP) will guide employees on how to address a conflict. A conflict management plan includes the policy of the restaurant, its values, objectives, and, most importantly, a detailed explanation of how to respond to trouble with a customer. Restaurant owners should provide a copy of this program to all customer-facing employees.
The first goal of conflict management is to prevent the escalation of the issue. If customer conflict occurs, it has to be addressed as soon as possible.
Restaurant staff should also undergo training to improve their communication and conflict management skills. The CMP can play an integral role in the training. The goal should be to help your team understand the document, so they can use their knowledge of it as a resource if a conflict ever occurs.
A conflict management plan must be monitored, evaluated, and updated regularly.
2. Treat Each Side Equitably and Fairly
When customer conflict occurs with a waiter or kitchen staff, restaurant managers should refrain from taking sides. Your presence must be neutral to help both parties to cool off. You may want to ask the employee to leave you alone with the customer to hear their side of the story. You may talk to the employee afterwards to listen to their version of the conflict, away from the customer.
3. Identify the Source of the Problem
It may take a little digging to discover the true source of the problem. Situations where conflict arises, are just the tip of the iceberg. Identifying similar structures and patterns that give rise to the conflict will help you reach the root of the problem and understand the cause-effect relationship. Focus on the cause of the problem and its key drivers to find a potential solution.
4. Keep your Emotions in Check and Don’t Play the Blame Game
In any customer conflict experience, the restaurant staff has to check their emotions at the door. Blaming other people or circumstances is pointless, as it doesn’t help solve the problem.
Dealing with an upset customer may be the most challenging aspect of customer service. When you remember that the customer is not upset with you but with the situation, it is easier to keep your emotions in check and not take the conflict personally.
Imagine a customer insults a member of your staff for mispricing an item on the menu. The customer may use hostile language and an angry tone. It can be very easy to respond in kind, but this will only escalate the situation. Think of yourself as the adult in the room. It’s up to you to calm things down.
5. Let the Customer Vent While You Actively Listen
To defuse the customer’s frustration, allow the client to vent. Try your best not to interrupt or contradict them, even if what they are saying may be wrong. Confrontation leads to escalation, while your goal is to calm the customer down and resolve the conflict.
While they are venting and getting everything off their chest, listen carefully to what went wrong, and understand the real issue and why they are upset. This will help you come up with the best solution.
Pro tip: Grab a pen and paper and note the complaint. Taking notes also gives your client the sense their complaint is being heard.
6. Apologize
After the customer has gotten everything off their chest, apologize that they did not receive what they were expecting. Even if you disagree with them, make sure that your apology seems sincere and not fake.
Instead of saying a plain “I’m sorry,” customers are more likely to appreciate the following expressions:
- “We deeply regret”
- “Please accept our apologies”
- “I want to extend my sincerest apologies”
There are some accusations that it’s best not to apologize about. In case of injury, you may want to speak with your legal team first. For instance, if a customer wrongly states that they were burned by your overheated soup, then you may be setting yourself up for losing a lawsuit by taking the blame.
7. Actively Sympathize by Using Positive Language
Listening and responding with empathy help diffuse the customer’s frustration. Listening with an open mind and expressing your understanding lets the customer know that you acknowledge their problem is one of the quickest ways to de-escalate tension. Respond with your positive intent to take action to resolve the issue as best you can. Let them know that you are on their side. Show them that you are their advocate within the company.
Use expressions like:
- “I care”
- “I understand”
- “You can trust me to take care of this”
- “I certainly see why you are upset”
You can also say, “These kinds of situations can be very frustrating,” and “I agree, this is not acceptable, and we have to do something to make this right for you” and offer the solution.
8 Find a Solution and Recover
Take responsibility for the client’s unhappiness and fully engage in the conflict before it gets worse. Instead of saying to the customer what you can’t do, focus on what you can do. Consider your options, whether it is to offer the customer a refund or a new dish. Have the client make small decisions or ask them if they agree with the solution to give them a sense of control.
Afterward, start a pleasant conversation with the consumer or offer a free dessert to ensure that they will leave the restaurant with a smile on their face.
9. Thank your Client
Thank your client for bringing the issue to your attention and letting you know what made them unhappy because they have helped you find a flaw within your business. They have given you a clue as to what you can improve in your restaurant, and you should show them gratitude for the free data.
10. Share with your Team
Share the incident with your team to avoid similar conflicts in the future. You may also want to adopt a customer service policy to guide your employees on how to tackle future disputes in the restaurant and deliver better customer service.
What are the Basic Rights Customers and Business Owners Have in US Restaurants
In 1962, John F. Kennedy introduced the Consumer Protection Act to protect consumers from unfair trading practices. The act was initially established on four fundamental rights:
- The right to safety
- The right to be informed
- The right to choose
- The right to be heard
Later on, the United Nations added another four rights to the Consumer Protection Act:
- The right to the satisfaction of basic needs
- The right to redress
- The right to consumer education
- The right to a healthy environment
Moreover, according to the Federal Civil Rights Act of 1964, businesses that serve the public cannot discriminate or refuse service to customers based on their religion, race, skin color, nationality, or physical conditions. If a business owner does so, even if it is a private business, they are guilty of unlawful discrimination and vulnerable to a lawsuit.
Before business owners refuse service to a customer, they have to make sure that they clearly state why they are refusing to work with them to avoid any misunderstanding and risk of a lawsuit.
The table below includes information for customers and business owners to understand their rights in the field of hospitality and customer service.
| Customer’s Rights | Business Owner’s |
| Refusing to pay if food or service is substandard | Refusing service if a client acts in a certain way that is rude or disrupts other guests. |
| Asking for a reasonable sum from the restaurant to cover the cost of the client’s transportation if their booking falls through. Also, if the bill has been paid in advance, the restaurant has to pay the client a refund | Refusing service if the restaurant is overfilled and at its maximum capacity can lead to safety hazards |
| Receiving customer service if accompanied by a service dog (protected by the American Disabilities Act) | Refusing service if a customer enters the restaurant with a non-service dog, violates local health ordinances |
| Choosing what you want to order | Refusing service to clients that lack adequate hygiene because it puts the health and safety of other clients in the restaurant at risk |
| Receiving your food, the way you ordered it | Refusing service if the restaurant is closed or no longer serving food to clients |
| Receiving respectful customer service | Refusing service to customers who do not abide by a specific dress code for etiquette purposes |
What Measures to Take if a Customer is Still Disappointed
When a customer has taken the time to let you know that they are disappointed, act fast. This is your only opportunity to solve the problem before you lose them forever. Disappointment in a customer is the result of an unfortunate experience. On the bright side, a disappointed customer is not the same as an angry or lost customer, and you still have time to turn things around.
To win them back, follow the 10 steps mentioned above meticulously. Make sure to give them your full attention. When you ignore the problem, get defensive, serve up excuses, and blame other entities, you will lose your customer. Instead, acknowledge the client’s matter and work on a solution that works for both parties.
This is your last chance to make things better with your consumer before they become angry at you and choose to never do business with you again. You might also want to consider that when a customer decides to boycott your restaurant, they will also convince their friends and family to stop visiting your restaurant too.
Conclusion
Restaurant owners will never be able to work in customer service without running into angry and frustrated customers once in a while. But there are ways to ease the tension and allow you both to work toward an acceptable solution. Remember that your most frustrated customers are your best source of learning, and pass the information on to those in the organization who can ensure the problem doesn’t occur again.
Note: Disclaimer of Information
Although all the information mentioned earlier is accurate at the time when the article is written, it can vary from state to state or can be different for your exact restaurant. We list here the standard regulations for restaurants. This article is for educational purposes only and gives you general information and a general understanding of the standard regulations for restaurants, not providing any legal advice. By using this blog, you understand that there is no attorney-client relationship between you and the website. The blog should not be used as a substitute for legal advice from a licensed professional attorney in your state.
