Pizza Today - July 2018 - 22

At Your Service

PAUL PAZ

offering a token of apology in the form
of a freebie, let it happen. Pizza is still
hospitality!
SOME SPECIFICS ON HELPING
DIFFICULT GUESTS INCLUDE:
DO:

* Before saying anything, LISTEN to
them closely. Let them vent to relieve
the stress.
* Acknowledge that you understand
their issue by repeating back their
key points. It confirms that you are
listening to them and appreciate their
dilemma.
* Apologize for the inconvenience,
sometimes even when it's not your
fault.
* If needed, bring a manager into the
conversation, especially if the customer
is volatile.
DON'T:

Helping the
Difficult Customer
When things get tense, just relax and control your emotions

E

ver have a customer that
just gets on your nerves?
They're good people, but in an
unexplainable moment they become the
customer you want to fire. Engaging
the public is challenging when it comes
to managing all the emotions of dining
in a restaurant, picking up to-go orders
or having pies delivered to guests.
Emotions need to be kept in check
and you don't want your guests (and
staff ) to go from hungry to hangry
over situations that could have been
easily remedied with a little emotional
management.
When guests voice a complaint, here
are some strategies to employ:
2 2 / P I Z Z AT O D AY. C O M / J U LY 2 0 1 8

* Fix the problem or replace the
product. Let them know you are on
their side and want to make things
right. Too often we tell our line players
to go get a manager if there's a problem.
But if the situation is as simple as
replacing/repairing the moment,
empower your team to fix it. It could
be as simple as providing a forgotten
dipping sauce, cold coffee or too little
ice in their iced tea. Even a simple
apology can suffice.
* Avoid "profiling" guests into a
category such as "they're just trying
to get something for free." Yes, that
happens but most guests just want to
be HEARD. If the situation warrants

* Take it personally. Usually it's not
a personal attack, but more just an
expression of disappointment. (But if it
is your fault, take ownership.)
* Speak when angry. If you find
yourself getting all riled up... hold your
tongue. Maybe hand over the moment
to another peer or manager.
* Use sarcasm or cutting remarks.
This just adds fuel to the fire.
* Interrupt or argue. Sometimes all a
customer wants is just to be heard.
* Use the words "no", "but", and
"however" - that just diminishes the
importance of the issue to the customer.
* Say "I knew that."
Take two breaths and control your
breathing to calm your system. Slow
down your mind and your movements.
Respond with urgency to your
customer, but don't panic. It's going to
pass and you'll be on to serving the next
customer soon enough.
Make it fun, make it easy and make
some money! n


http://www.PIZZATODAY.COM

Table of Contents for the Digital Edition of Pizza Today - July 2018

Pizza Today - July 2018
Commentary
Contents
Contributors
Expo Spotlight
Interact
Conversation
Man on the Street
Tony’s Trending Recipe
At Your Service
Destinations
Knead to Know
Hiring a Bartender
Kitchen Design
Summer Salads
Menu Labeling Law in Effect
Road to Ppne ‘18
Young Entrepreneur of the Year: Sammy Mandell, Gapco, Dallas, Tx
Gapco
Product Showcase
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Mike’s Monthy Tip
Pizza Today - July 2018 - CT1
Pizza Today - July 2018 - CT2
Pizza Today - July 2018 - Pizza Today - July 2018
Pizza Today - July 2018 - Cover2
Pizza Today - July 2018 - Commentary
Pizza Today - July 2018 - 4
Pizza Today - July 2018 - 5
Pizza Today - July 2018 - Contents
Pizza Today - July 2018 - 7
Pizza Today - July 2018 - 8
Pizza Today - July 2018 - 9
Pizza Today - July 2018 - Contributors
Pizza Today - July 2018 - 11
Pizza Today - July 2018 - Expo Spotlight
Pizza Today - July 2018 - 13
Pizza Today - July 2018 - Interact
Pizza Today - July 2018 - 15
Pizza Today - July 2018 - Conversation
Pizza Today - July 2018 - 17
Pizza Today - July 2018 - Man on the Street
Pizza Today - July 2018 - 19
Pizza Today - July 2018 - Tony’s Trending Recipe
Pizza Today - July 2018 - 21
Pizza Today - July 2018 - At Your Service
Pizza Today - July 2018 - 23
Pizza Today - July 2018 - Destinations
Pizza Today - July 2018 - 25
Pizza Today - July 2018 - Knead to Know
Pizza Today - July 2018 - 27
Pizza Today - July 2018 - 28
Pizza Today - July 2018 - 29
Pizza Today - July 2018 - Hiring a Bartender
Pizza Today - July 2018 - 31
Pizza Today - July 2018 - 32
Pizza Today - July 2018 - 33
Pizza Today - July 2018 - Kitchen Design
Pizza Today - July 2018 - 35
Pizza Today - July 2018 - 36
Pizza Today - July 2018 - 37
Pizza Today - July 2018 - Summer Salads
Pizza Today - July 2018 - 39
Pizza Today - July 2018 - Menu Labeling Law in Effect
Pizza Today - July 2018 - 41
Pizza Today - July 2018 - 42
Pizza Today - July 2018 - 43
Pizza Today - July 2018 - Road to Ppne ‘18
Pizza Today - July 2018 - 45
Pizza Today - July 2018 - Gapco
Pizza Today - July 2018 - 47
Pizza Today - July 2018 - 48
Pizza Today - July 2018 - 49
Pizza Today - July 2018 - 50
Pizza Today - July 2018 - 51
Pizza Today - July 2018 - 52
Pizza Today - July 2018 - Product Showcase
Pizza Today - July 2018 - 54
Pizza Today - July 2018 - 55
Pizza Today - July 2018 - 56
Pizza Today - July 2018 - Pizza Today Yellow Pages
Pizza Today - July 2018 - 58
Pizza Today - July 2018 - 59
Pizza Today - July 2018 - 60
Pizza Today - July 2018 - 61
Pizza Today - July 2018 - 62
Pizza Today - July 2018 - 63
Pizza Today - July 2018 - 64
Pizza Today - July 2018 - The Marketplace
Pizza Today - July 2018 - 66
Pizza Today - July 2018 - 67
Pizza Today - July 2018 - 68
Pizza Today - July 2018 - 69
Pizza Today - July 2018 - 70
Pizza Today - July 2018 - 71
Pizza Today - July 2018 - 72
Pizza Today - July 2018 - Reader’s Resource
Pizza Today - July 2018 - Mike’s Monthy Tip
Pizza Today - July 2018 - Cover3
Pizza Today - July 2018 - Cover4
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