Should you be dealing with complaints at the restaurant or in the head office? Dealing with the problem at the right place in the right time can make a world of difference. The way a business deals with customer complaints says a lot about how serious they are about achieving their objectives.
How do you record customer feedback?
The manner in which customer feedback is recorded and complaints addressed makes a significant difference in the success or failure of a brand. Taking a systematic approach to feedback management and training members of the staff adequately is the key.
When it comes to handling complaints, you can do it in a business set-up or in the head office. While both approaches have proven to be effective, the time taken to address issues certainly differ.
Advantages of handling complaints in the restaurant
Why should you look at feedback in the restaurant? Timely management of customer feedback remains an area of concern for most businesses in the hospitality industry. A common reason is that feedback in restaurants can easily be worked upon and in a quicker time.
- With managers made aware about the issue, they can determine what exactly needs to be done quickly.
- An on-spot apology can work wonders and show the customer that you wish to deliver better services.
- Solutions can be offered without any delays.
- Ensures that customers walk out of the restaurant without any grudge.
Disadvantages of handling complaints in the restaurant
While the advantages are apparent, you cannot rely on handling customer grievance at the restaurant to be apt at all times.
- There are chances your manager might fail to understand the issue and act upon it.
- Issues can get worse if timely action isn't taken.
- Staff members may try to hide critical issues so as to hide their flaws.
Another way by which businesses can handle complaints is by sending feedback to the head office. Here is a look at some of the pros and cons of this system.
Advantages of handling complaints in the head office
The other solution is to have customers approach the head office to address their grievances. The advantages are apparent.
- Systematic steps can be taken to know the root cause of the issue.
- It is possible to follow up with the customer and ask him for ways by which you could improve the business.
Disadvantages of handling complaints in the head office
In spite of the advantages, sending every feedback to the head office wouldn’t be the right thing. For one, there is always a time issue and simple problems that can be solved at the restaurant can be unnecessarily dragged on to the head office. With such a long procedure, customers can just end up feeling dissatisfied and prefer to speak about their experience to others than pursue their complaint.
- Failure to deal with the issues on the site might make customer lose interest.
- The system is a tad slower.
- By the time a possible solution to the issue is found out, the customer might have already shared his opinions on social media. Given the fact that things can go viral, your business might have to face severe consequences.
What is the best way to deal with customer feedback?
A systematic and well-constructed customer feedback management system implemented in the restaurant is always better. Depending on the nature of feedback, you could choose whether or not the issue is serious enough for you to approach the head office. Here is how it can be implemented:
- Members of staff and managers should be trained to handle complaints.
- Offer the best possible solutions in the shortest possible time frame.
- Information about serious issues should be passed on to the head office as early as possible.
- Head office needs to follow up and ensure customers are satisfied.