A restaurant can't make every diner happy and guest complaints are bound to happen. And isn't it better to receive the complain in person than seeing it appear on Yelp later that night? Don't you want the opportunity to make it up to our customer?
A complaint from a guest is what Mike Lester, president of The Melting Pot, sees as a 'gift' because then the restaurant is given another chance to keep that customer's business. All successful restaurants have developed an appropriate technique to handle such complains. The Melting Pot for example uses the guest-recovery process of BLAST, which stands for Believe, Listen, Apologize, Solve, and Thank.
What guest-recovery processes have you practiced? How about for complaints left on online review websites? Read More