Running a restaurant is a rewarding experience, but even the best establishments encounter the occasional hiccup. Customer complaints, when handled with care and confidence, are not roadblocks but are opportunities to create lasting impressions and improve your operations. In this blog, we’ll explore how to handle customer complaints in a restaurant positively, offering practical advice and examples of handling customer complaints on the phone to keep your diners coming back for more.

In this article: 

• Why customer complaints are opportunities in disguise
• Steps to handle customer complaints in a restaurant with positivity
• How to handle and leverage restaurant reviews
• How First Table can help
• Resolving customer complaints over the phone
  

Why customer complaints are opportunities in disguise

Every complaint is a chance to strengthen your relationship with your customers. When diners express their concerns, they’re giving you valuable insight into how you can improve. Addressing complaints effectively not only resolves immediate issues but also demonstrates your commitment to excellence.

In fact, diners who feel their concerns were addressed well are often more loyal than those who’ve never had an issue. 45% of consumers say they’re more likely to visit a business that responds to negative reviews (Review Trackers, 2022). Complaints give you the perfect stage to showcase your dedication to quality and customer care.

Steps to handle customer complaints in a restaurant with positivity

Handling customer complaints with positivity starts by viewing them as opportunities to strengthen your relationship with your diners. The way you respond can turn a negative experience into a memorable one, building loyalty and trust. Follow these steps to ensure your approach is empathetic, professional, and solution-focused.

Listen with an open mind

When diners share their concerns, they trust you to make things right. Listen attentively, nod, and show understanding. Thanking them for bringing their concern to your attention can go a long way in building rapport.

Apologise with sincerity

A heartfelt apology shows you care. Even if the issue wasn’t your fault, a simple apology and promise to rectify the problem can turn the situation around.

Find a thoughtful solution

Tailor your response to the situation. If the food is undercooked, prepare a fresh dish. If the service is slow, apologise and perhaps offer a small discount. A personalised touch shows your commitment to their experience.

Follow up to leave a lasting impression

Check back in after resolving the issue. A simple “How was everything this evening?” lets customers know their satisfaction is a priority.

How to handle and leverage restaurant reviews

Reviews, both positive and negative, are a powerful tool in the restaurant industry. They’re often the first impression potential customers have of your restaurant, and how you respond to them speaks volumes about your brand. While glowing reviews can boost your reputation, negative reviews present a unique opportunity to showcase your commitment to customer satisfaction.

Turning negative reviews into opportunities

Negative reviews might sting, but they’re also a chance to show the world how much you care. When handled correctly, they can even transform dissatisfied diners into loyal customers. Here’s how:

• Respond promptly and professionally: Acknowledge the feedback as soon as possible. A polite, empathetic response can demonstrate that you take concerns seriously and value your customers.
• Take the conversation offline: Avoid lengthy public debates. Invite the reviewer to contact you directly to discuss their experience. This shows that you prioritise resolving the issue and care about their concerns.
  
• Show genuine improvement: If a complaint highlights an area for improvement, take action and let your customers know.
  
• Thank them for their feedback: Negative feedback can highlight blind spots in your operations. Express gratitude for the insights and explain how they’ve helped you improve.
  

How First Table supports your review strategy

First Table can help you make reviews an integral part of your restaurant’s success:

• Streamlined feedback collection: Diners can leave feedback directly through First Table, giving you actionable insights without sifting through multiple platforms.
• Improved visibility: Positive reviews on First Table can help you stand out among diners searching for their next culinary experience.
  
• Balanced perception: By showcasing your stellar feedback alongside your profile, First Table helps ensure that potential diners see the full picture of what your restaurant has to offer.
  

Example of the review platform on First Table and a positive review left for SODA and a positive and professional response from the restaurant. 

Here's an example of the review platform on First Table: a negative review was left for The Ballarat, and the restaurant left a polite and professional response. 

Resolving customer complaints over the phone

Handling customer complaints over the phone requires a slightly different approach from face-to-face interactions. Without the benefit of body language, your tone and choice of words become even more critical.

The key to successfully resolving complaints over the phone is to focus on active listening and empathy. Let the customer fully explain their concern without interruptions. Use verbal cues like “I understand” or “That must have been frustrating” to show that you’re engaged and sympathetic to their experience.

Clarity and professionalism are also vital. Take time to ensure you’ve understood the issue by summarising it back to the customer. This not only confirms that you’re on the same page but also demonstrates your attention to detail.

Finally, remain calm and solution-oriented throughout the conversation. Offer practical resolutions and reassure the customer that their satisfaction is a priority. By ending the call with a clear plan of action and a positive tone, you leave a lasting impression that reflects well on your restaurant.

A well-handled phone complaint can turn a potentially negative situation into an opportunity to build trust and loyalty with your customer.

In conclusion

Handling customer complaints, whether in person, over the phone, or through reviews, might seem daunting, but it’s also a chance to showcase your restaurant’s commitment to amazing service. 

By responding with empathy, professionalism, and a genuine desire to improve, you can turn even the most difficult situations into opportunities to strengthen customer relationships and keep them returning.

Remember, every challenge is an opportunity to shine, so embrace the feedback, learn from it, and let your restaurant’s reputation thrive.