Author: Annie

I made the switch to becoming a trainer and assessor 5 years ago after 20 years in the hospitality industry, working as a chef and in bars, gaming etc., to achieve more of a work-life balance. However, I found myself missing the buzz that came from the hospitality industry, so I have picked up a few shifts in various establishments to keep my skills current, as well as to finance my passion for travelling.

This week I had a very interesting customer situation. I was approached at the restaurant dispense bar by a sweet old lady (who is a regular) wanting to purchase a bottle of wine for her friend’s birthday. I explained that I could organize her purchase to be wrapped and waiting for her to pick up in the bottle shop on her way out of the venue. She said “no” as it was on special in the restaurant for a lower price and therefore wanted to purchase it from the bar. I politely explained that bottled wine from the restaurant needed to be consumed with food, in line with the Liquor Licensing requirements and House Policy/RSA principles. She agreed and I served her the wine. However, a little while later when I was clearing the customers’ table I happened to notice the wine had mysteriously managed to make its way into a gift bag under the table. What to do? I approached the old lady and squatted down beside the table so I wasn’t standing over her as this can make people uncomfortable and being at the same eye level can be less intimidating. This also brings less attention to the person you are dealing with. The customer wasn’t very happy that she had been sprung in this situation. I followed the six-step plan below to resolve the problem:

1. Listen – Listen to the nature of the complaint

2. Acknowledge - Find out all the details of the actual complaint and acknowledge them

3. Respond - Tell the customer about the process being taken to resolve the complaint, making sure that the customer agrees with it

4. Take action - Try to resolve the complaint by taking into account the customer’s satisfaction and your own range of abilities

5. Report - If you can't resolve the complaint refer it on to your superiors

6. Follow up - Complete all necessary reporting paper work..

The result was that I organized the wine to be picked up from the bottle shop for the same special price on her way out of the venue, with a couple of complementary promotional wine glasses to smooth out the situation. The aim was to keep the regular customer happy but also to help her understands the boundaries that staff face.

How have you dealt with tricky customers?