Making it Right Part 2

Being Hospitable to the Unhappy Guest

Part 2

We encounter all types of people on a day-to-day basis in the hospitality industry. Each person has had their own set of difficulties and experiences that can reflect in their interaction with you and your staff. Working in hospitality, we know this. We encounter exhausted, unhappy, and aggravated people on a day-to-day basis. But having patience for an angry customer is easier said than done.

I covered some tips in my last post on dealing with angry customers, and while every situation is different, I hope that these tips (and the tips from my previous post) help in dealing with an unhappy guest.

1. Don’t argue – I hate to say it, but the customer is always right. It may be the oldest cliché in the world of hospitality, but it’s critical because your customer remembers this phrase. 99% of the time, the customer will feel entitled to your service and your ability to fix whatever problem they may have. While it may be incredibly frustrating at times, especially when the customers’ requests may be impossible for you to accommodate, acknowledging their complaints as valid complaints goes a long way in making your customer feel appreciated.
2. Take full blame – Even if it is not your fault, taking responsibility for what has gone wrong is admirable, and the customer will appreciate it. A month or so ago, my family and I went to a costly and lovely lunch and dinner place for our Sunday brunch. There was a live jazz band, complimentary blueberry pound cake and the ambiance was incredible. Our service was not bad either- the only complaint we had is that we waited almost an hour for our entrees. Our server was very kind, and he did a fantastic job taking care of us, but he had a visible disability. When we complained to the manager about our food being late, he immediately blamed our server, who had been doing an incredible job. The manager, without even checking, immediately said that our server must have forgotten to place our order. Even if this was the case, his placing blame on someone who was not part of the conversation felt awkward. We were happy with our server; we just were not pleased with our wait. Instead of blaming someone, he could have simply apologized for the delay and brought our food to us as soon as possible. When making others look bad, you also make yourself look bad. So, take full blame, don’t act like someone else is at fault. My family and I did not look at our server any differently, but we did look at the manager differently.
3. Apologize – An apology goes a long way. When you take responsibility for a problem, not only do customers appreciate your accountability but they also appreciate your humbleness. The majority of customers want to be heard and feel affirmed in their issues. An apology does this.
4. Solve the problem but admit if there is nothing you can do – As soon as someone has an issue, do what you can to fix it. In the event that you cannot do anything to solve the problem, admit it. Do something else for the customer that will create a positive outcome one way or another. Make their drinks complimentary, give them room service, anything to make them feel as if their concerns are valid and worthy of acknowledgement and redemption.
5. Follow up – After you have solved their problem or helped them in another way, check-in again at a later moment. They will feel as though you remembered them and are making sure to take care of them. When you follow up, you are demonstrating genuine hospitality.
6. Don’t take it personally – If someone is expressing anger toward you due to a situation that has upset them, remind yourself that the issue is not personal. You are just the one held to the expectation of fixing the problem. Do what you can to rectify the situation and make sure to let any attacks or nasty words roll off your back at the end of the day. Occasionally, we all encounter not just a rude customer- but a nasty one. In those situations, do what you can and give yourself grace.