Dealing with unruly patrons at your restaurant. How do you effectively manage challenging customers?

Always listen with patience. Guests are always right no matter what. It's our business. Sometimes we have to agree to them instead of arguing. Then only you can achieve guest satisfaction and guests loyalty. For you they are the million in numbers but for the you are just one manager. You deal with this everyday but not them so out yourself in their shoes and listen what they have to say.

Muchas veces es complicado lidiar con este tipo de clientes, ya que al final de cuentas, ellos son los que pagan, eso no quiere decir que puedan hacer lo que ellos quieran dentro de la propiedad y mucho menos faltarle al respeto a la gente que trabaja y se esfuerza todos los días por dar lo mejor de sí, para que la gente pueda tener una experiencia no menos que agradable. Para ello debes ser un líder con una mentalidad fuerte porque no vas a pelear, vamos, no vas ni siquiera a discutir, vas a indicar a la persona que está actuando de esta manera, también de la manera más respetuosa y amable posible, que tiene que observar cordialidad y respeto hacia toda la gente que trabaja en el lugar, con una actitud firme más no desafiante.

-Stay Calm: Maintain composure to defuse tension and set a professional tone. -Listen Actively: Allow the customer to voice their concerns, showing empathy. -Offer Solutions: Propose practical resolutions to address their issue and ensure they feel valued.

When tensions rise, your calmness not only helps to de-escalate the situation but also sets a professional example for other guests and staff. By staying focused and measured in your response, you create a safe space for dialogue, allowing the customer to feel heard and understood. This approach not only ignites a more respectful atmosphere but also encourages the customer to respond in kind, paving the way for effective problem-solving. Additionally, handling difficult situations with grace can enhance your reputation and build customer loyalty, as patrons appreciate establishments that prioritise professionalism and respect, even in tough moments.

Stay calm and professional Listen actively: Let the customer express their concerns fully before responding. Show understanding of their frustration, even if you don't agree with their behavior. Offer solutions: Try to find a way to resolve their issue that works for both parties. If the behavior is truly disruptive, politely but firmly explain what's not acceptable. Follow up: After resolving the issue, check in with the customer to ensure satisfaction.

-Practice Active Listening: Give your full attention to the customer, acknowledging their concerns and feelings. -Validate Their Feelings: Show empathy to make them feel heard and understood, which can help de-escalate the situation. -Address the Root Issue: Use the information gathered to provide effective solutions, turning a negative experience into a positive one.

Listen, and listen and then listen more. Let your customer say everything they have, and keep quiet for a few more seconds. After they have said it all, most of the problem is resolved.

From my experience, following the LEARN principle is possibly the best way to manage difficult guests and situations. Listening Actively to the guest, empathizing, apologizing for the inconvenience, react & rectify the situation & lastly notify/follow up with the guest once the situation is resolved. One piece of learning & advice that I always share with my team & students now is that difficult situations are opportunities to do something greater & win over a guest's loyalty for a long period of time, as it is an opportunity provided by the guest by telling us that what we are doing is not working so dealing with this swiftly & in an effective manner is crucial as feedback is important for us to succeed.

-Use Clear Communication: Articulate responses simply, avoiding jargon to ensure the customer understands your message. -Explain Policies: Clearly outline any relevant policies or decisions, helping the customer feel informed and involved. -Maintain Transparency: Be open about the situation to alleviate frustration and facilitate a quicker resolution.