What are the best ways to maintain a positive attitude with difficult F&B customers?

It’s not personal, so don’t react, be empathic, listen, and don’t interrupt. Let people have their say, then once they have spoken, offer understanding, and ask what will make thing right. Don’t over complicate it, keep it simple and let things work out. Sometimes it may not be anything you have done, do you know what has happened to them prior to your interaction, be the charming and positive person in their day…

My motto is when dealing with difficult customers is simple, Kill them with kindness. We do not know what they have been going through during their time so just be as kind as you can.

As we are hospitality warriors, we are trained for the worst, the most important factor is to not take anything personally, listen and truly listen to what is being said, try to come up with quick solutions, most of the time the guest wants attention and speedy results. 80%-90% of the time you can avoid a guest being upset by simply being on the floor, touching tables and monitoring your team from a distance. The mistake happens when you let your guard down for just a second. that's when the 10%-20% kicks in.

The words we use in all communication is very important, avoid any negative words, such as problem, bad, poor, or anything that creates a negative connertation. Never use industry terms with guests, this will only confuse and escilate the situation. If you ae unable to accomodate the customers request offer an alternative rather than saying NO. Also be concious of the tone used.

Under promise and over deliver... There is much mis-imformation out there and also some people mis understand what is on offer. Be very clear and if you have to explain in different ways to different people, be ready to, know your product, but also be smart enough to know what you don't know. May times I have been happy to tell a customer, "you know I don't know that, but I can find out for you", honesty will always get you further than trying to make it up.

Feeling hungry for success in the food and beverage industry? Just whip up this recipe: First, blend in a super generous scoop of passion for the culinary art - this is your secret sauce. Next, add 10 overflowing cups of knowledge - extra points if you know the difference between a souffle and souvlaki. Now, spoon in 30 heavenly tablespoons of quality - no room for cheap substitutes. Next, add 100 ponds of kindness - you are on a mission to put smiles on faces and make hearts feel warm and fuzzy. Finally, make sure to leave room for a heaping helping of understanding - you will need it when the customer wants their lemon sorbet extra crunchy. Mix everything together and before you know it, you'll be the ruler of the epicurean world.

When I think back on my career and remember the times I got offended or upset by a customer's words or actions it was because I attached my ego to my restaurant or position. Any criticism against the venue was also a criticism against me personally. Once I realised that I am not my role, my restaurant or my mistakes and the the only difference between feedback and criticism is how you hear it, it became very easy to not take it personally. It's okay to have different opinions to your guests. Healthy even. But draw the line at rudeness. If people are being rude to my staff they get 86'd. No exceptions. Once my teams know I've got their back it's generally much easier to keep calm in the face-off adversity. Knowing they aren't alone.

Contrary to the old saying, the customer is not always right. If you screw up, own it, apologize and make up for it. If you get a customer that is being completely off the chart, get a manager or owner involved. Managers should ALWAYS support their staff, and listen to both sides equally. If the employee was at fault, apologize, own it and fix it. Later, don't shove it down the employee's throat but show tolerance and support through proper guidance on how it should have been handled. IF the customer is wrong, then state it and don't apologize for it. If necessary, ask the customer to leave. Your other guests will thank you for it in the long run.

Easier said than done; but... every challenging customer interaction is a chance to demonstrate exceptional customer service. By handling difficult situations with empathy, professionalism, and a positive attitude, you can turn a potentially negative experience into a positive one for both you and the customer.