Pizza Today - June 2018 - 32

IF NOTHING'S WORKING and the
customer is becoming more difficult,
certain techniques can assist wait staff
in appeasing the diner. Camillo says
it begins with empathetic listening
and being sincere. Staff should plant
their feet, square their shoulders,
make eye contact and use caring facial
expressions to show they're tuned
in. Whether it's a food, service or
atmosphere problem, communicate
genuine concern - then follow
through with a solution.
Pre-shift meetings are a beneficial
method to teach staff to handle
difficult customers as well. Roleplaying refreshes staff on angry diner
calming strategies by keying into
customers' mindsets, getting feedback
and learning how to respond properly
in the restaurant and on the phone.
The clearer the message, the easier it'll
be for servers to address matters that
arise.
Another effective approach to
diffuse the anger is employing what
Camillo calls plus one: taking care of
what went wrong, plus one more thing.
The guest doesn't pay for the original
food item and can get something else
off the menu, plus a free dessert or a
gift card for a redemption visit.
Santonicola recently mitigated a
grievance this way. "A customer was
complaining on Facebook while in
Cane Rosso, so I sent them a gift card
via e-mail," she says. "They shot me an
e-mail, apologized and thanked me
for the gesture, and said that it was
actually their kid that was making the
visit frustrating."
Hunt says they get ahead of
future potential issues by managers
welcoming first-time customers to

the restaurant and servers having the
flexibility to offer up a free gift like
their famous Detroit-style pizza or an
appetizer.
IS THE SITUATION STILL NOT TURNING
AROUND despite the pizzeria's best

efforts? Managers must step up to the
plate. However, they need to walk a
fine line between protecting their team
and working the problem through
without further upsetting the diner.
Cursing, yelling or hostility are
certain signs managers should
intercede. First, remove the original
server, then managers should take over
either for the rest of that guest's dining
experience or until it's appropriate to
engage a different server.
As the interaction continues, other
diners start paying closer attention.
And if your staff doesn't handle the
situation well, it can have serious
implications. "Guests are empathetic
and appreciate a well-handled
situation," says Camillo. "If customers
saw the same problem mishandled, it
was as if it was mishandled for them."
Santonicola says the ultimate key
to a successfully managed situation
is empowering your staff, as your
managers can't be everywhere all
the time. "They're a direct reflection
of you and they're the direct line of
communication," she says. "If they can
make it right, customers are impressed
and surprised by that because so many
start off with 'let me get my manager
and see what I can do,' which is just
frustrating." n
MANDY ELLIS is an Austin-based
freelance writer who covers food, health
and travel trends.
Pizza Today - June 2018

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