I watched a young restaurant manager “handle” a frustrated couple the other night. I say “handled,” because that’s the way I would have felt. They were waiting for their food when I was seated. It still hadn’t arrived by the time mine did. Finally, they summoned the server who summoned his manager. She arrived with a look on her face that said, “I’m going to resolve this fast because it’s a busy night with a 45 minute wait.” She asked how she could help, but then summed up their complaint before they could even explain it. “Sorry about the wait,” she said. “The kitchen’s backed up. We appreciate your patience.” Then, turning to the server, “Give’m a couple of free desserts.” And she was gone in a flash. I would have gotten up right then. They left after the server had disappeared into the kitchen.
So, let’s see . . a $60 check . . alienated customers who won’t be back . . do that three times a night . . three nights a week . . 52 weeks a year . . . that’s 9 X $60 X 52 or $28,080 . . those customers would have come in four times a year . . that $112,320 in lost revenue. Hmmmm. If this young manager had taken a breath and harnessed her impatience, her decision making would have saved the situation rather than driving the customers away.
The truth is we’ve all been in situations like this. We feel pressure. We just want to make a decision and solve the problem. But we’ve also done the same damage as this woman by acting with impatience. So what do you do? Here are six quick steps that will ensure a better outcome, even in a pressure-filled environment.
Take stock of the situation – Before responding, take 30 seconds to consider what could be happening and what your options might be. This woman knew the kitchen was backed up. Chances are the customers had not gotten their entrees. She could have considered her options – a round of drinks? Comped meals? Free desserts? A coupon for next time?
Ask for a few details. Rather blurting out what she thought the problem was, she should have asked how she could help. This would have given the couple a chance to express their irritation. From this response, she would have been able to judge how irritated they actually were. Besides, everyone wants to be heard. Cutting them off made matters worse.
If you need time to think, excuse yourself. If there is a more complicated issue than you anticipate, you can excuse yourself to consult with a colleague, a supervisor, or just to gather your thoughts. In this case, that wasn’t really necessary, but the option is there.
Test the waters. Rather than pronouncing a fix, pose a possible solution or even a couple. What do the other parties to the situation think? In this case, the manager might have asked what the couple would like to see happen. Again, customers like to be shown courtesy, respect, and even a bit of control. An alternative would have been to offer a couple of options. “I am so sorry about the wait. Would you like another round of drinks? Perhaps desserts afterwards?” and see what they say.
Sum up your decision or the outcome. Once a resolution had been determined, the manager should have said, “So what we’re going to do is buy you a round of drinks and provide you with a free entrée the next time you come in. Thanks again for your patience.” This way she would have ensured that everyone was in agreement and the customers satisfied.
Finally, remember why you took the time. Once the decision has been made and the situation resolved, take a few seconds to critique what happened. What worked? What didn’t work? What did the customers share about their concerns that she could have learned from? How can she prevent this from happening again? What were the rewards for slowing a bit and acting with deliberation?
Patience always wins out over rushing to resolve a problem, even in the midst of a busy restaurant with a buried kitchen. You can do the same.