Webinar/Podcast
Turning Disappointed Diners into Loyal Guests
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Nobody likes to get a complaint, but in the restaurant business, mistakes and complaints are going to happen. That's just a fact. So, if you know, that despite your best efforts they are inevitable, shouldn't you and your entire team be prepared to respond in the best possible way?
In this webinar you'll learn several best practices, used by some of the most successful restaurants in our industry, to turn upset customers into happy, returning guests. Your entire team and you will learn how to respond in ways that will lead to quicker resolutions. Most importantly, guests will leave knowing that you and your team genuinely care and did your very best to make it right.
This webinar will give your managers, as well as team members, the attitude, skills, and confidence to handle and resolve complaints in a way that your guests will notice and appreciate and will make them much more likely to return.
What You Will Learn:
- The high cost of not resolving complaints and losing a customer forever
- Why every complaint is a gift, an opportunity to exceed your guests' expectations and create even greater loyalty
- Ways to remain calm and poised when dealing with irate, emotional guests
- 5 proven steps to resolve most complaints
- 4 things to never do or say to an upset guest
- How to empower and train your front-line staff to give them confidence and skills when dealing with complaining guests
- Proven ways to make it right, so guests leave feeling well-served and much more inclined to return and tell others how well they were treated
- Insights from fellow independent operators and managers
About the Presenters:
Jim Laube
Jim is the founder and CEO of RestaurantOwner.com. He has a diverse 30-year career in the restaurant industry that includes various staff positions, manager, controller, CPA and advisor to hundreds of independents throughout the U.S. and Canada. Jim is a popular restaurant industry speaker and seminar leader whose clients include the National Restaurant Association, Pizza Expo, SYSCO, Food Services of America, Gordon Foodservice, the New York Restaurant Association, Walt Disney and Papa John's.
Joe Erickson
Joe Erickson is the Chief Operations Officer and a partner in RestaurantOwner.com. He has owned and/or managed several restaurant/catering operations. He started his career by developing Luther's Catering, a division of the Luther's BBQ chain, in Houston. He was also a partner and co-founder of Sunset Dinner Cruises and was the founding partner of Bobby Mac's, a casual, full-service restaurant in Kerrville. He later helped to develop a southwestern bistro, Nicole's Cafe San Felipe, and was managing partner for the original Truluck's Steak and Stone Crab, which now has 11 locations throughout the U.S. Joe is focused primarily on developing easy-to-implement, yet highly effective systems and processes to help our members improve their restaurants' efficiency, product utilization and most importantly, deliver a more consistent guest experience.
Related Resources:
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Attendee Questions & Comments
Question 1: What was the MOST valuable idea or insight you received?
Question 2: What is the #1 thing that you will try or do differently because of the webinar?
