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What is the best way to handle a customer complaint about restaurant cleanliness?

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Restaurant cleanliness is a crucial factor for customer satisfaction and loyalty in the food service industry. However, sometimes things can go wrong and you may receive a complaint from a customer about the hygiene or sanitation of your establishment. How you handle such a complaint can make a big difference in how your customer perceives your brand and whether they will return or recommend you to others. In this article, we will share some best practices for dealing with customer complaints about restaurant cleanliness in a professional and effective way.

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Hamis Kombo

Hotelier
Sandra Obinze

Erasmus FOOD4S Scholar 2023//Food Safety Personnel//Baker//Food Innovator//Marriott Voyage Graduate-EMEA

1 Listen and empathize

The first step when you receive a customer complaint about restaurant cleanliness is to listen carefully and empathize with their concern. Do not interrupt, argue, or make excuses. Instead, acknowledge their feelings and apologize sincerely for the inconvenience or discomfort they experienced. Show them that you care about their feedback and that you take it seriously. For example, you can say something like "I'm so sorry to hear that you found our restroom dirty. That is unacceptable and we appreciate you bringing it to our attention."

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Sandra Obinze

Erasmus FOOD4S Scholar 2023//Food Safety Personnel//Baker//Food Innovator//Marriott Voyage Graduate-EMEA
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The ability to listen and empathize is a very difficult skill and needs mastering. In my experience, I notice people try to listen but make mistake by responding with excuse or a justification of why that situation occurred. Humans have an average listening attention span of less than a minute depending on how they have been trained. Secondly, most times we tend to apologize about the situation without empathizing. Empathy means putting ourselves in the other persons situation and responding in that regards no matter the situation, after which we can apologize and resolve the complaint.

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2 Investigate and resolve

The next step is to investigate the cause of the problem and take action to resolve it as soon as possible. Depending on the nature and severity of the complaint, you may need to involve your staff, your manager, or your health inspector. You may also need to offer some form of compensation or incentive to the customer, such as a refund, a discount, a free meal, or a coupon. Whatever you do, make sure you communicate clearly and honestly with the customer about what you are doing and why. For example, you can say something like "We have checked the restroom and found that there was a plumbing issue that caused the mess. We have fixed it and cleaned it thoroughly. We apologize for the inconvenience and we would like to offer you a complimentary dessert as a gesture of goodwill."

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3 Follow up and improve

The final step is to follow up with the customer and make sure they are satisfied with the outcome of their complaint. You can do this by sending them a thank you note, an email, a phone call, or a survey. Ask them for their feedback and suggestions on how you can improve your restaurant cleanliness and service. Show them that you value their opinion and that you are committed to meeting their expectations. For example, you can say something like "Thank you for your feedback on our restaurant cleanliness. We have taken your comments into account and implemented some changes to ensure a higher standard of hygiene and sanitation. We hope to see you again soon and provide you with a better experience."

By following these steps, you can handle customer complaints about restaurant cleanliness in a way that preserves your reputation, builds trust, and increases loyalty. Remember that customer complaints are an opportunity to learn and improve, not a reason to panic or ignore. By responding with empathy, action, and follow-up, you can turn a negative situation into a positive one and enhance your customer satisfaction and retention.

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4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Hamis Kombo

Hotelier
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Don't interrupt, argue, or make excuses. Instead, show that you care and understand how they feel. Use phrases like im sorry to hear that, That must be frustrating, or I appreciate your feedback"

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Sandra Obinze

Erasmus FOOD4S Scholar 2023//Food Safety Personnel//Baker//Food Innovator//Marriott Voyage Graduate-EMEA
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A final step after resolving the issue is to track it and notify the necessary stakeholders. This will keep everyone abreast of the situation.

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What is the best way to handle a customer complaint about restaurant cleanliness?

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2

3

4

1 Listen and empathize

2 Investigate and resolve

3 Follow up and improve

4 Here’s what else to consider

Food Manufacturing

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What is the best way to handle a customer complaint about restaurant cleanliness?

1

2

3

4

1 Listen and empathize

2 Investigate and resolve

3 Follow up and improve

4 Here’s what else to consider

Food Manufacturing

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