Why Do Most Restaurants Get This Wrong?
Summary
- When resolving an issue, it's important to offer specific options to the customer.
- Different people have different preferences; some may want a refund, others may want credits, and some just want the issue fixed quickly.
- Always ask the customer for their opinion rather than assuming you know what they want.
- Presenting choices, like credits, refunds, or a reorder, can make the customer feel valued and understood.
- Personalized resolutions help in satisfying the unique needs of each customer.
Video
How To Take Action
I would suggest implementing customer resolution strategies into your business by focusing on low-cost, high-value actions.
When you face an issue with a customer, the first thing you should do is offer them specific options for resolving it. Here’s a step-by-step way to do this effectively:
Create a Simple Option List:
- Build a standard list of resolution options. For example, you can offer a refund, credits for future purchases, or a replacement of the product/service.
- Make sure this list is clear and easy to understand so you can quickly present it to your customers.
Ask for Their Preferences:
- Always ask the customer what they prefer. It’s okay to say, “Would you like a refund, some store credits, or a replacement?” This makes them feel valued and shows you care about their specific needs.
- Avoid assuming you know what they want because different people want different solutions.
Be Quick and Specific:
- Try to resolve the issue as fast as possible. If a customer is hungry and just wants their food, reorder it quickly. Speed in resolution can often turn a bad experience into a good one.
Train Your Team:
- Make sure everyone in your business knows how to offer these options. A unified approach keeps the resolution process smooth and efficient.
- Role-play different scenarios so your team feels comfortable offering these solutions.
Personalize When Possible:
- Pay attention to individual customer preferences. If someone frequently asks for credits, make a note of it. This helps in providing even more tailored resolutions in the future.
By implementing these small but impactful steps, you can enhance your customer service and turn issues into opportunities for building stronger customer relationships.
Full Transcript
Uber Eats for example anytime that they mess up something you know what they do for me they ask me which option I would prefer as a resolution would you like credits to Uber Eats would you like a full refunder on your account or would you like me to reorder your food for you which one appeals to you and so you want to be as specific as possible with the resolution because different people want different things it might be that I'm like listen I just want my time back right and that's what pissed me off versus somebody else is like no I want the money back because I'm pissed that I just lost the money on the food and somebody else is like I'm just hungry so I just want you to bring the food again rather than assume that you know what that person wants to resolve the issue present them with options and ask for their opinion
