Emotional Guests Part 1: When They Arrive in a Bad Mood
If you've worked in the restaurant industry for a reasonable amount of time, you're sure to have encountered a guest that seems like they WANT to be in a bad mood. No matter how the service goes, good or bad, they act like you insulted their mother. Maybe you're lucky and you haven't experienced it just yet. Just give it some time, and it's bound to happen. As unpleasant as the experience is, it's rarely beyond fixing. In fact, most of the time, you should be able to turn the situation around. In this video, you'll learn three simple tips that will help you keep your cool and send your grumpy guest home with a smile.
Training Video
Emotional Guests Part 1: When They Arrive in a Bad Mood
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If you've worked in the restaurant industry for a reasonable amount of time, you're sure to have encountered a guest that seems like they WANT to be in a bad mood. No matter how the service goes, good or bad, they act like you insulted their mother. Maybe you're lucky and you haven't experienced it just yet. Just give it some time, and it's bound to happen.
As unpleasant as the experience is, it's rarely beyond fixing. In fact, most of the time, you should be able to turn the situation around. In this video, you'll learn three simple tips that will help you keep your cool and send your grumpy guest home with a smile.
After you finish this video, be sure to check out part two of our series on dealing with emotional guests. Sometimes a guest will walk in looking for a fight. In "Emotional Guests Part 2: When They Want to Get Upset," find out how to handle a guest that walks in with a chip on their shoulder.
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Training Video
Emotional Guests Part 2: When They Want to Get Upset
You walk up to greet your new table, but something feels off. Something about the guest is setting off a siren in the back of your head. As the service goes on, you realize this customer is very… particular. Maybe even... extra particular. It seems like they walked into your restaurant for the sole purpose of picking a fight. This is a classic restaurant scenario that I'm sure you are familiar with, but don't despair. There is hope. In this video, you will learn four tips that will help you not only survive but actually turn the situation around. Remember, no guest's mood is so far gone that it ...
