1. Respond quickly and courteously. It’s important to acknowledge complaints and negative reviews in a timely manner and take ownership of any issues.
2. Don’t take it personally. It’s important to remember that criticism isn’t a reflection of you or your restaurant, it’s a reflection of the customer’s experience.
3. Offer to make it right. Even if you can’t offer a refund, you can offer something else such as a free meal or a discount on the next visit.
4. Apologize. If a customer had a negative experience, apologize and take ownership of the issue.
5. Ask questions. Ask the customer what they would have liked to have seen done differently. This can help you prevent similar issues in the future.
6. Follow-up. Check back in with the customer after the issue has been resolved to ensure that the problem has been addressed.