Rude Customers
by Paul Paz

Rude customers are an occupational hazard that comes with the territory. That's not an attempt to lessen the challenge they present as they can certainly make a waiter or manager's shift memorably miserable.

Many times there are reasons that the customer is responding in such extremes. They're hot, hungry, thirsty, just got divorced/engaged, lost their job, had a fuss with someone before arriving, their kids are cranky, etc.

Here are some considerations I suggest in handling difficult customers or situations to minimize exacerbation of the situation and/or creating more grief for yourself than there need be.

Basic face-to-face Communication

1.Smile: It's show time! Train yourself to slap on that SMILE regardless of the circumstances.

2.Eye-contact connects you to the customer… and watch-out what you do with those eyebrows!

3.Be warm and genuine as if your were listening to your niece telling you about her little "hurt".

4.Empathize, "Oh, I hate it when that happens to me too".

5.Make an extra effort to help them solve their situation.

Non-Verbal Communication

Even if the words are right, demeanor, tone, eye contact and body language can shout at a customer that they are a problem. Be aware of your physical posture, positioning of your arms and hands, plus your facial expressions as all these can cancel out what you are saying.

Active Listening

1.Eliminate distractions: focus your attention on the customer.

2.Look at the person who is talking to you as that validates you are paying attention.

3.Take notes as needed.

4.Reflect back the person's key points, "I see, your food took too long and then it was cold."

5. Concentrate on what the speaker is saying and don't interrupt… it's just not polite.

7.Agree on a comprehensive conclusion

Helping the Difficult Customer

DO:

1.Let them know you're on their side.

2.Listen closely, allowing them to vent.

3.When appropriate, call your manager.

4. Apologize for the inconvenience.

DON'T:

1.Argue

2.Take it personally

3.Quote policies and rules

4.Prejudice yourselves

The Customer is NOT always right! Serving the customer does not mean you ever have to tolerate profanity or physical abuse. If that happens, immediately excuse yourself and inform a manager of the situation so they can address the customer.

Once you've encountered a rude guest it's important to remind yourself that the vast majority of those we serve are wonderful and gracious.  Don't let a few incidents make you cynical and negative.  This still is the greatest of professions!"

(Paul Paz is a Dinersoft advisor and writes a monthly column for Servers here.  He also runs an egroup devoted to waiters.)