Food & Beverage - Toughen Up: How to Be Firm with Demanding Customers - By Ken Burgin
How do customers aggravate you the most? Late for bookings, difficult menu requests, treating you like a servant or just wanting to bend the rules?
As well as customer service training, we need'customer training': firm and friendly guidance so they're less annoying, unreasonable or forgetful. Be too firm and they go elsewhere; be too accommodating and you're running a zoo. Here's your action list:
- Crystal Clear Instructions:are directions or conditions easy to understand? Set out no-go areas with symbols, not just words, for those who don't speak English - good signs back up staff who have to enforce the rules. Add information to menus and drink lists on what's not allowed with variations, special requests, payment methods etc.
Does your Functions Booking Confirmation clearly set out the deposit and final number deadlines? I've seen good Agreements with headings: 'What We Allow' and 'What We Don't Allow' - it's unmistakable. Use the Catering Agreements in the
