Handling A Customer’s Over The Top Demand

As a restaurant owner and manager, what do you make out of the old saying "customers are always right"? Does it make your restaurant an unfriendly establishment for customers? Or does that make your employees and services incompetent in this day and age of customer relations standards?

Seriously, taking in to account this "customer is always right" policy needs to deal strictly with how the customer is reasonably correct. If, for some valid and explainable truth, the customer is in its right place to be treated fairly and according to this customer's right; then, without further deliberation it should be given to him. But, there are customers who take the standard rule of any customer-related establishment to the extreme level. This refers to a customer-to-staff type of situation which isn't just and fair for the establishment's side any longer.

Of course, as an owner/manager of a restaurant, you'd do anything for a customer. Prioritizing a customer according to the demands asked is on the top of your list but are you looking at how you are compromising your employees and restaurant's standing?

If you want to become popular in giving customer satisfaction, you have to set your very own rules. A day of business doesn't always mean a "good" one. And if a front man of yours happened to upset a customer for not giving in to that customer's absurd idea of "customer satisfaction"; don't take it out on your employee. Remember that as long as you are able to manage your employees well, they're going to perform the best that they could also.

So, in this case, go to the customer (especially when you are requested) and engage the customer in a polite and calm conversation. This step means that you'll offer something to please the customer but if he remains firm, then he leaves you no choice. Explain to the customer that he is already being compensated to any inconvenience. Chances are high that this customer will walk out frustrated but will come back. If he does, ask yourself what else you could do for this customer but don't let your guard down, as long you know you're on the right pattern; you shouldn't worry anymore in pleasing this customer.

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