It is common in the restaurant business for things to go wrong, especially during peak days and hours, with customers experiencing a bad time. Often, dissatisfied customers will complain (believe me, this is the best-case scenario), sometimes not so politely.
In any case, the staff should be adequately trained (unfortunately, this is not always the case) to handle such unpleasant situations effectively. Moreover, the way a business handles complaints largely reflects its commitment to quality and customer satisfaction.
Although in a restaurant, sources of customer dissatisfaction may vary, we can safely name - according to research - the most common reasons for customer complaints.
Top in the complaints list is the category "Speed of Service". More than 20% of complaints are related to slow service and wait times (especially the time between appetizers and main dishes). On the other hand, fast service can also leave a bad impression, as it forces customers to finish quickly and leave.
Another source of dissatisfaction is perceived quality of ingredients/dishes and the condition they are served in (e.g., dishes not being hot or not matching the menu photos or description), as well as priority order (latecomers being served first), and the attitude/ability of the staff (e.g., indifferent, rude, clueless about what they're selling).
Cleanliness and hygiene are also frequent complaints, whether it's about utensils, cutlery, the floor, walls, tablecloths, staff uniforms, and of course, the restrooms. In the post-pandemic era, such mistakes will be unforgivable.
The environment of the restaurant can create unpleasant situations, such as room temperature (hot in summer, cold in winter), lighting, and various noises (e.g., from the kitchen, neighboring tables, even the volume of the music), and the table itself (e.g., near the kitchen or too close to other tables).
Finally, excessive/hidden charges leave a bad impression.
In any case, we should not forget that what customers remember is not so much the complaint itself, but how you handled it. So make sure that your employees are well trained in order to handle complaints the right way.
Related articles to read: Recognize Signs of Customer Discontent: How to Prevent Customer Loss {alertInfo}