WHEN THINGS GO WRONG
Guests return to your outlet not only for the excellent drinks that you and your team create but also because of the
Follow these 5 steps:
1) Listen carefully
Always hear the customer out and don’t get defensive. Often this can be easier said than done, but is very important that you listen and understand clearly what the customer has said.
2) Ask questions
Ask the customer questions about the issue in a caring and concerned manner. Try to understand your customer’s need and why they are making a complaint - think about how you can respond to that need. Let them feel like you’re on their side and that you understand the issue and empathise with them.
3) Own the problem
Apologise without blaming others and assure them that you will personally deal with the issue. If you can’t solve the problem – quickly find someone who can.
4) Don’t over promise
Le t your customers know there’s an issue and be sure to give special attention to the customer. Ask the customer what they feel an acceptable solution would be. Never over promise, but work with them to find an acceptable solution.
5) Learn from it
With the issue resolved, consider how you can learn from it and ensure it doesn’t occur again.
We all live in a digital world and many complaints don’t always happen face to face. In the world of the internet anyone can make a complaint online and damage your outlet’s reputation. It is important to respond to all complaints and criticisms and offer a resolution - whether that is on your Facebook page or on a site which reviews different restaurants and bars. Good practice is also to respond to good reviews and comments. Help build those customer relationships and show your appreciation for their positive comments.
A EXPERT GUIDE TO UPSELLING
Paul Martin, renowned speaker and bar staff trainer, shares his expert advice to help you achieve upselling success!
The Essential Technique of Pouring
Whether you are pouring vodka or any other spirit, a good technique ensures accuracy, improves speed of serve and reassures customers about quality and high standards of service
HOW TO USE INSTAGRAM IN YOUR BAR
Instagram has quickly become the go to social media channel for a fast, easy and beautiful way to share your bars’ personality with the world
TIPS FROM THE BEST BARTENDERS IN THE WORLD
We caught up with Jennifer Le Nechet as well as World Class finalists, Nick Wu and Andrew S. Meltzer to find out their top tips and signature serve.
Join in the conversation and Tweet us at @diageobarac, share your photos on Instagram @diageobarac or post on our Facebook page. We’d love to hear from you.
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