| As much as we try to please our customers, | | | | scene, and will make the dining experience very |
| sometimes we encounter people who--for one reason | | | | unpleasant for the rest of your clients. You can't win |
| or another--display negative behavior. | | | | this battle. |
| What can a restaurateur do to avoid a confrontation | | | | However, if you ask them to leave with no charges |
| with these people in your establishment, and how do | | | | you lose the cost of the food and drinks, but you save |
| you neutralize (and perhaps eliminate) their disruptive | | | | the reputation of your restaurant and you ensure that |
| behavior? | | | | other diners will recognize your willingness to |
| This is not an easy task. It might help you to | | | | accommodate your disruptive Critic. |
| remember: most of the time, these people are using | | | | 2. The Chatty |
| your restaurant or your employees in order to vent | | | | This person will try to keep your staff always |
| their personal frustrations. | | | | entertained by asking them questions all the time, telling |
| Sometimes people come to your place bringing along | | | | them stories about themselves, etc. |
| their emotional baggage. It would be great if they could | | | | This could be OK if you have a slow day, but it can be |
| leave it at home, but unfortunately, they don't. You | | | | very disruptive to your operation if your place is busy. |
| always must try to always maintain your cool. Keep | | | | The Chatty person is very curious and loves to talk |
| your emotions out of the discussion and think about | | | | (especially about themselves), so they will take any |
| your other customers. They don't need to have their | | | | opportunity to talk to your staff, to you, to anybody |
| experience spoiled by witnessing an unpleasant public | | | | who wants to listen (or even those who don't). |
| argument. | | | | How can you deal with them? |
| There are three basic types of difficult people: the | | | | If you see that these people are disrupting your |
| Critic, the Chatty and the Vociferous. What follows is | | | | employees' work flow, you can tell your staff to |
| some advice to help you identify and deal with each | | | | politely say, "I'm sorry, I know that you have something |
| type: | | | | interesting to share, but we are very busy today and I |
| 1. The Critic | | | | need to serve other tables. Perhaps you can come |
| This person likes to put down anything and anybody. | | | | back on Monday nights, when we have fewer diners |
| They will criticize minor mistakes and pick apart your | | | | and it's less hectic, and I would have more time to talk |
| food, your staff, etc. | | | | with you." |
| How can you deal with them? | | | | They should get the point. If not, you may also |
| Carrie Mason-Draffen, author of 151 Quick Ideas to | | | | intervene occasionally by approaching the table and |
| Deal With Difficult People, writes that this type of | | | | giving a direct instruction to your waiters to attend to |
| person grew up around negativity. They were | | | | another matter or serve a different table. Then say a |
| probably criticized by their parents or others, and | | | | couple of nice words to these customers and excuse |
| developed a negative attitude by replicating what they | | | | yourself with a smile. |
| heard. | | | | 3. The Vociferous |
| These people will wear you down if you keep listening | | | | This personality type engages in disruptive behavior in |
| to their continuous complaints about everything - from | | | | public. Most of the time, they will talk very loudly while |
| the way your napkins are folded to the temperature | | | | dining so that the whole restaurant can hear them. This |
| of the food to a two-minute delay in the delivery of | | | | type is probably the most problematic because he or |
| their appetizers. | | | | she is disrupting other clients who are looking for a |
| You must remember that these complaints may be | | | | pleasant dining experience, but doesn't act with harmful |
| directed at your place or your staff, but the root of the | | | | intentions. |
| dissatisfaction is not in your restaurant. These people | | | | How can you deal with them? |
| are just venting their unhappiness and negativity at | | | | These types are simply craving attention. They love to |
| your establishment. | | | | be the life of the party and be recognized by |
| Ask your waiters to try to diffuse the negativity by | | | | everybody. |
| responding with understanding and saying something | | | | It is not easy to deal with these individuals. They may |
| positive. For instance, if your Critic claims that the food | | | | get upset if you ask them to lower their voice or act |
| is cold then your staff can respond by saying, "I'm | | | | less obvious since this could be their opportunity to |
| sorry about that. I will bring it back to the kitchen, warm | | | | really be the center of attention that they so much |
| it up and get it right back to you." | | | | crave. |
| Remind your staff to always be positive in their | | | | Although there is not much we can do about this |
| attitude, and not to take the criticism personally. Critics | | | | behavior, one solution that may work is to move the |
| thrive in conflict and they look for it. You owe it to your | | | | dining party to a different, more secluded table. |
| other customers to keep a nice, relaxed ambience. If | | | | You can tell them that your other clients enjoy listening |
| they see that, despite these complaints, your staff is | | | | to your background music, and since they are having |
| trying to correct the situation and keeping a positive | | | | such a lively conversation, perhaps sitting at the corner |
| attitude, they will value your place even more. | | | | table will be a great solution for everybody. That way, |
| Please notice that I am talking here about a person | | | | they will have more privacy and the rest of your |
| with a pattern of negativity, not an angry customer | | | | customers can enjoy their background music. |
| that may be reasonably upset because of a specific | | | | Also, if your place is not full, and/or if they refuse, you |
| dining issue. | | | | may offer to move nearby diners leaving a space of |
| "One of the best ways to deal with an angry person is | | | | empty tables around them. This way they will realize |
| to actively listen to what they are saying," says | | | | that their loud conversation is not really appreciated by |
| Elizabeth Stanczak, executive director of UTSA's | | | | the rest of the clients and perhaps they will lower their |
| health and counseling services. "Often the angry | | | | voices voluntarily. |
| person is frustrated because they don't believe they | | | | To conclude, you must try always your best to be |
| are being heard and think no one wants to help them." | | | | polite when dealing with difficult customers. Remember |
| Always try to listen first to your customers if they are | | | | that these people are bringing their own problems and |
| angry. They may have a reason that can be easily | | | | issues to your place, and your restaurant and staff are |
| solved. Listen to what they have to tell you, and try to | | | | just the vehicle through which they vent their |
| come up with a satisfactory solution. This often | | | | frustrations. |
| diffuses their anger and leaves everybody happy. | | | | Distance yourself from the emotions involved in dealing |
| However, if you see that these people are purposely | | | | with them and, if your negotiations with these people |
| disruptive, politely ask them to leave your place and | | | | fail, invite them to leave your restaurant. |
| suggest they come back when they feel less upset. | | | | Again, although you may be tempted, don't charge |
| Tell them something like: | | | | them for their meal. You will lose a meal but they |
| "I'm sorry you are not enjoying yourself. Perhaps you | | | | disrupt your business further. |
| should leave tonight and we can start over another | | | | Above all, remember to always put the well being of |
| time. Since you haven't enjoyed your time here, your | | | | your staff and your other clients first. If you see that |
| meal is on the house." | | | | these disruptive people become threatening or violent, |
| Although you may feel tempted to get your money | | | | don't hesitate to call the police and let the authorities |
| from these ungrateful people, don't charge them for | | | | deal with the problem customers. |
| the meal. This will likely start a big argument or allow | | | | Fortunately, most of the people are nice and |
| them to make another negative comment. | | | | appreciative of good food and service. The disruptive |
| These people are looking for an excuse to validate | | | | clients are an annoying minority that needs to be dealt |
| their negativity, and asking them to pay while inviting | | | | with. Having some tools to work with these people will |
| them to leave will provoke their fury. They will make a | | | | help you run your business more smoothly. |