Handling Complaints

What if a Member has a complaint?

Anticipating members’ complaints is just as important as anticipating their needs. After serving any food or beverage, servers should stay long enough to observe the members’ behavior and reactions, not disappear. If a member seems dissatisfied with the food, beverage or service, or if the server perceives any potential problem with the member it would be wise to notify the dining room manager before and after handling the potential problem.

Ways to Recoup

The following steps should be used to instill trust and effectively communicate with the member while being flexible within the problem itself.

1.     Say you’re sorry- in most cases, members are willing to be understanding about a mix-up as long as they receive a genuine apology. Members should know and understand that the server realizes something is wrong and that they honestly want to fix the problem.

2.     Pay Attention- If you listen carefully to what the members’ are saying there will be a better chance to personalize the proper solution to their problem. It’s also the only way to get the information that is needed to fix the problem.  It also shows that the server/restaurant cares. Anything less than absolute sincerity would potentially add insult to injury. Summarize the complaint back to the member to make sure it is understood.

3.     Make things right- Sometimes this is all that is needed to rectify the situation. More often than not the problem was caused by miscommunication either by the member, who was not able to effectively communicate their order, or by the server who did not understand the members order to begin with. It doesn’t matter the origin of the problem, only that the member feels like they will be treated fairly and it will get resolved.

4.     Make it up to them- Even if the problem has been resolved try and do something extra to remedy the members’ uneasiness. Depending on the severity of the problem this could be comp’ing the dish or drink, some special service or just some extra attention.

5.     Never make a promise you can’t keep- If you say “I’ll be right back with your steak” and you come back 8-10 minutes later the member will be potentially more upset that you did not fulfill your promise thereby compounding the existing problem. It is always better to be realistic with the problem, while offering something small to tide them over, than to not deliver on a promise.

6.     Check back- While the guests are still at the table go back to make sure that the problem was handled properly and according to their needs. Sometimes this is a difficult task but one that needs to be carried out with respect and sincerity. Management should also be taking steps to be sure that the complaint was handled correctly.

How would you handle the following complaints?

1. A member finds a foreign object in their food.

2. A member taste a wine and then refuses it.

3. A table begins to get loud and demonstrative.

4. A member is getting too drunk.

5. A member is using their cell phone inside the clubhouse. 

6. Some guests of the member or the member themselves are celebrities. 

7. A member calls in and claims they have food poisoning. 

8. A member spills their drink or breaks a glass.