Restaurant Customers And Comping Meals
May 16, 2008 – 12:54 pmAn all too common issue with restaurants is when to give out a free meal and when to know you are being taken. Sometimes things don’t go right such as a customer sitting there for 30 minutes and then the waitress finds the order is still in her pocket. They should definitely be compensated in some way. Other times though they are just complaining about anything and everything in an effort to get the food for free.
Many customers just want you to take notice of the problem so it doesn’t happen again. They may be annoyed but they certainly don’t expect a free meal. If you offer it they will be very gracious about accepting it. Those that demand it though are the ones you need to watch out for. They may just feel that is what is deserving but they may have this down to a science as well.
This can be quite a dilemma to deal with because you don’t want to run the customer off for good. Unhappy customers can cost you money as they won’t be returning. They can also post information online about the experience as well as tell those they know. It can certainly result in many more people not coming to your restaurant either.
Someone who intended to pay for their meal but then had a complaint will appreciate you paying for the food. They will more than likely give your restaurant another chance in the future to prove how things should be taken care of. Mishaps do occur and most customers understand that we are all human and make errors. It is how they are corrected that matters.
Some individuals take restaurants for a ride though. They are looking for a free meal and they know that many restaurants offer just that if they complain. They will look to make the most out of it by creating an issue that everyone in the restaurant can see and hear. As a result many managers feel pressured into comping the meal so that all the customers will be happy with the outcome they saw.
People brag online about doing this several times a week at various restaurants. It works best for them in larger cities where they have more selection. They will choose busy times of the day or night too. That way dealing with them is something that the staff wants to do rapidly so they can get back to taking care of their other guests.
It is important to know how your particular restaurant is going to handle such situations. That way you are prepared for them when they occur. This is a type of decision that only those in charge should be allowed to make. That way there is very little room for other staff to get caught in the middle of it. Find out what happened so you can decide if the situation only warrants an apology or a free meal to go along with it.
Sometimes extending a free meal is worth it to save the customers from avoiding your restaurant in the future. Other times though it is just someone trying to see if they can get that food for free. This can be a hard decision but one you need to firmly stand behind. Look for warning signs though about the party being loud or asking for a free meal. They may be doing all they can to keep their money in their pockets.
Tags: Small Business
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