Every time I go out to eat on a Friday and Saturday night, I see the same issues with customers. As you put your name on the waiting list, you hope that the time will pass by quickly so you can sit and eat. Of course, we all know that this time on these days, restaurants are always really busy so it is expected that your wait will be long. The hostess will say that the wait time is at minimum 1 hour to 2 hours. We all know this! So why do customers get irate when they are waiting? Hunger pains and impatience.
As a manager of a restaurant during this time, he/she must be professional and exude patience themselves as to not become enraged with the behavior of customers who no longer want to wait. They constantly ask where they are on this list to be seated. Watch everyone who gets seated before them to ensure they were not skipped (and will harrass the hostess about it). Managers at times have to ensure proper customer behavior by checking the waiting area to ensure customers are acting civilized. He/she will ask is everyone ok, give something to kids to snack on, offer drinks, and just be friendly.
I am sure that when these days roll around managers are like "here we go again. let's hope for a good dinner service, and no irate customer behavior in the lobby." Working in the restaurant business is challenging but as a manager it can be financially worth it.
What is your opinion about how managers should handle irate customers waiting to be seated and how should they encourage their hostess staff to handle those these people?
If managers know that the customers get irate on a daily basis, why does the manager let those same issues persist? The manager can change the way customers is being seated because waiting an hour or two to be seated is a long time. In most cases customers don't expect to be waiting for about an hour or two for a table. Managers should add more tables to their restaurant and observe the employees as a whole to make sure they are not having an open table, while customers are waiting to be seated. The manager should encourage the hostess staff to handle irate customer, by having a positive attitude and being respectful to them at all time because they are in a work setting.
ReplyDeleteWe all know that going to a diner to eat or places like TGI Fridays, Red Lobster, Dennys, and etc can get very busy especially on holidays with family and friends. Managers hope the day goes great with no headaches, and customers hope to get serve and in to be sitted before midnight. Customers need to be more patience and realized that managers go through the customers outside as well as inside the place which can sometime be hard work. Managers have to realized the people that are waiting on the list that if employees are lacking and slacking off to get them working to serve these people and get them sitted. Customers can bring music or laptops to keep themselve busy while they wait, even iPads can help out during the wait. Managers can have drinks and biscuits just to keep customers stomach patience to have some food and something to drink while waiting just some not a lot. That way both sides of the situation is happy and people can have a much lesser headache along with a better attiude through-out the night.
ReplyDeleteWhen it comes to "irate customers", I believe managers of popular resturants should already have a game plan for the days where they know business is most likely to be over the top on days such as Fridays and Saturdays. Most establishments already know well in advance that their resturants will become crowded with many people wanting to eat on those days whether they are on a date or just out with friends and family. Honestly, a wait time for an hour or two is entirely too long in my opinion and thats where it is up to the manager to figure out a new system to shorten the wait time because an issue as minor as how long customers have to wait to be seated can make customers rethink on dining at that particular resturant again. For example, why should i dine at Red Lobster on a Friday night and have to wait two hours for a table when i can go down the street to Olive Garden and get seated within twenty minutes? I do believe for those customers who are willing to wait, the manager could reward them with a complementary dessert or free drinks. They also should encourage their staff to just remain polite because no one wants a disrespectful hostess attending to them especially after being hungry and having to wait so many hours just to eat.
ReplyDeleteWhen dealing with a customer that is causing problems the manager must always carry a sense of profetionalism. Unfortunatly as the leader of this business the manager has no choice in the matter of how they can deal with their customers.when it comes to seating all the manger can realy do is make the waiting customers wait as comfortable as possible because all peoples business is important in an establishment.
ReplyDeleteI've never had a manager, or anyone in the resteraunt for that matter come into the lobby and check in on us as we waited.
ReplyDeleteIn any case I believe there should be some type of standard protocal for handling impatiant customers. It's to be exected, so standing idle as people get upset is beyond me, yet most resteraunts do.
American consumers are the worst though. We come into situations like this knowing we'd have to wait, yet we get upset anyway. It's beyond me, but managers should still be in tune with whats going on and do what they can to make things go smoother.
This posting was interesting to me simply because I was a hostess at Red Lobster in Augusta as well as Pappadeaux Seafood in Atlanta. I must say, working in a popular restuarant can be very stressful as a hostess so I can imagine a manager! Thats a good question as to why customers get that way knowing that restuarants are busiest on Friday and Saturday nights. Both my managers did a great job at handling those customers although some still choose to leave or continue to complain in efforts to get a discount for thier "inconvience." Its crazy but yet those type of customers do exist and we must make sure everyone is comfortable, empathize with them and check to make sure we are doing all that we can to ensure thier experience is best. I agree with offering drinks maybe, crayons or something to keep the kids occupied, but the thing is when a restuarant is on a wait and no tables are available, there is nothing the manager can do! You cant ask guest to leave or rush them to eat. Those customers just have to wait. Remain polite, empathize, offer to help in any way but thats all you can do.
ReplyDeleteThe best way to handle irate customers in my opinion is for the manager to make sure they are providing the best service to customers as much as possible. Make sure the service is fast. The customers that have already been seated make sure the employees are serving them in a quick and orderly fashion. This will break down some of the waiting time.
ReplyDeleteManagers need customer service experience before there is a understanding of how a restaurant service should be handle. There should be something else to entertain the customers while there are waiting one or two hours. I feel it is easy for managers who restaurants are located at or close to large malls have a advantage than those managers at secluded area .The Managers at the mall can have flat screen television to advertise the different stores in the mall for customers to watch. Then the host can honestly tell customers that the wait time will be long, and can suggest taking a walk in the mall, to shorten wait times. Managers need to suggest to management to hire more chief's during their busy hour of the day when preparing food on the menu for large crowds, this will help the host out by giving menu to customers whose wait time is less than ten minutes before seating, and the food will be there shortly. (Yum)
ReplyDeleteWell frst off Dr. Harris you good for going to a resturant an signing in on a waiting list lol I couldn't do it. However, I feel like the manangers should give a little discount for waiting customers. They should also talk to the head of the company and she if they can expand their dining area that way more people can sit down and eat. Thats what I would do if I was manager and keep having these problems.
ReplyDeleteI believe that managers should keep composure and not allow the customer's actions to faze them. They should handle each irate customer with kindness by givng kids food and offering drinks. Managers might also want to consider setting up accomadating areas for waiting customers to recieve appetizers.
ReplyDeleteThe way that the managers should handle irate customers in a dining restaurant is to remain professional at all times. The manager should expect different kinds of people who are polite, rude, and irate when dealing with customers because most of them come in the restaurant are hungry and they expect to be fed immediately. The managers should prepare for the customers who have to wait or they should think about expanding the restaurant to have more seating to satisfy the customer. As a manager, they should expect the best and worst of all customers who enter the restaurants based on their attitudes and motives.
ReplyDeleteTo keep these customers from becoming irate and unruly I would suggest possibly having a waiting area where drinks or appetizers can be served. Also consider some type of play or activity area for those who are dining with children. But most definitely always be prepare for the best and worst case scenarios in any situtation.
ReplyDeleteWaiting a hour or two is an awful long time to wait to be seated. I agree with Donnell, and also with Justin to remain professional. Even though some customers might not have to wait so long we still have those people that are impatient and act out if they are not seated right away. I don't think there's really an easy way to prevent those types of situations.
ReplyDeletehaving experience with working at one of the largest electronics stores in the history of ever during Black Friday which in my opinion is 10,000,000,000 times worse than a busy restaurant anyway,i see that kiiling people with kindness works as well as listening&letting customers let of steam slightly. example),instead of ignoring the customer letting them flame in their own gasoline,interact with them&understand what they have going on&actually care
ReplyDelete"The Customer is ALWAYS Right" is the GOLDEN RULE in customer service. As employees of a company, we've made a commitment to uphold the brand by following the guidlines that have been set out for us. When applying for a job, within your application there are scenarios written with answers given as to how you would chose to handle a customer, it is expected that ALL customers are treated with the upmost respect, and that we, as employees, are not "taking things personal" when an irrate customer approaches us in a hostile manner. Image is everything and consumers often times form opinions of a company based on the type of service that they recieved while there, even if they are the ones being rude.
ReplyDeleteI believe you also need to take in consideration that there is a limit as to how much an employee has to put up with as far as customers who are acting inappropriately. Say the customer begins verbally abusing you because of how long they have been uncomfortably been waiting.No employee deserves to be verbally abused in any way,therefore the customer is NOT RIGHT!This is a situation where you might have to ensure that the restaurant environment remains as calm as possible, and get the appropriate authority to assist with dealing with this type of customer.
ReplyDeleteWhat is your opinion about how managers should handle irate customers waiting to be seated and how should they encourage their hostess staff to handle those these people?
ReplyDeleteMy opinion is that the managers should make sure that seats are prepared. I know for myself that they let people just sit and talk knowing that they paid already and finished eaten. They should encourage their Hostess to let people know in advanced that seats are not open and that there is a long wait. I had someone tell me that it was one hour to two hour wait, but really it was a three hour wait. The managers of the store should let them know exact wait hours and the number of tables that are done eaten.
The managers need to come up with a concept such as having the customer to make reservations on their busy days so this can eliminate long wait times. This concept will ease the anger issues and the impatient customers.However we all know that some restaurants want do this because they will make more money. In a situation like this managers should encourage their hostess to offer appetizers or drinks to reduce the hungers pains. The managers should encourage their hostess to use positive words towards the customers.
ReplyDeleteManagers should encourage their customers to make reservations earlier so that they can manage the influx of customers on certain days as they can talk the customers into making a schedule that will be both suitable to the company and their valued customers. Secondly, they should make the waiting environment to be more relaxing, providing freebies that relates to the kind of food they serve e.g some free drinks and maybe a form of entertainment. if the customers attention can be distracted positively, they will be less impatient.
ReplyDeleteAs we all know that Saturday and Friday nights are the busiest days of the week, the customer should know what they are getting their selves into going to restaurants on those days. I am pretty sure that there are plenty of times when the manager wants to get out of character due to impatient customers but, as a manager they do have to remain professional at all times. All managers of restaurants need to come up with a solution that will keep the customer “cool, calm, and collective”. Solutions may consist of activities that may place during the time the customer is waiting to be seated. In the restaurant business the manager ultimate goal is to keep the customer smiling and coming back for more. However, the customer has to respect the manager and their job as well.
ReplyDeleteTONJA BRYANT
ReplyDeleteManagers should have patience, for one. A manager is a leadership position and every good leader needs to have patience. That's with dealing with other employees and especially customers. Your employees will act however you will allow them to. Also when dealing with customers, one must be friendly. No one wants to come into an establishment, paying their hard earned money with rude and nasty customer service.
Like Ms. Jenkins, I was also a hostess at a restaurant and often times experienced the impatience of customers. What usually worked best was a friendly smile and a periodic check up on the ones waiting to be seated. Of course once the customer gets seated the great service must continue.
ReplyDeleteManagers must be able to keep their cool and not lose patience. There are times that the customers will not be too patient but in those times, it is still necessary to be fair to the customers before him/her. In addition, as Chika said, the waiting area should provide some form of distraction for the customer and their kids if they should have any. That way the customer doesn't feel the wait is too long.
As someone who has worked for several restaurants I have seen this time and time again. Starting from the door one way to calm an impatient guest is to offer them a drink. This also helps the turnover rate of tables because guests already have their drinks when they are finally sat. One way to prevent people from worrying about if others have been improperly sat before them is to give the guest a device that lights up or vibrates when their table is ready. Managers can also recommend call-ahead seating or to make reservations for larger parties. Although the hostess takes the brunt of complaints from a long wait, they must keep a smile on their face and ensure the guest that as soon as a table is ready for them, they will be sat. The hostess could also offer a menu for them to look over while they wait. Meanwhile; managers have to float around the restaurant to ensure the people dining are satisfied.
ReplyDeleteThe manager should hire more people to help them out when they have such a busy day. They could get the ones that are working part time to come in and help when they are really busy and short staff. They can also get entertainment so the customers wouldn't be so much upset or impatient. This can make their busy run so much smoother so they wont be losing as many customers.
ReplyDeleteI thnk that managers need to come up with a plan that will make the customers happy and also the kids. Make sure that the hostess are keeping an eye on each table that is empty and ready to place other customers. Have like a snack when u come through the door and the managers present always. Managers need to have patience because its the weekends and people choose to eat at their restaurant for their personal reason.
ReplyDeleteI believe managers should always show a good front to customers, by letting them know that they are concerned that they have a long wait time and by ensuring that their wait is a good one and not a bad one. They could ensure that the hostess gives updates on the wait to the customers for instance, as a way to let keep the customer informed on how much longer they have to wait, especially if they have to wait longer than 30 - 45 minutes. This will be looked at as good customer service and it will keep the customer informed and will hopefully cut down on how much a customer may become irate. If the manager shows they care, it should trickle down to the staff and the customer will know that they are receiving good customer service all the way around.
ReplyDeleteA manger should always keep a check on how the customer are doing . Also they should make sure that all are be seated in a timely manner. I is upsetting when you are waiting a someone is sited before you. make sure when you have a big party you let them know it will be a longer wait and offer them something for their wait. Plan a head when you know that it will be a busy night so that the wait will be less. You as the manger have to set the pace and have a good hostess that will be able to help you with that.
ReplyDeleteWe all know eating out on the weekend is very hostile, because those are the busiest days and nights in the restaurant industry. With that being said, I feel managers should be prepared for that time when that rush is coming. So being prepared is very important and that will determine how you will handle a situation if one should arise. Putting yourself in the state of mind that this your busiest time should already have you prepared for any type of issue or concern.
ReplyDeleteBy Randall Nelson
I believe Managers have to keep a cool and level head at all times. By losing control nothing get's resolve and the customer leaves angry and nothing get's handle correctly. In business you have to watch how you response to a customer's complaint. The wrong answer can help your business or either hurt it. The goal is to make that customer happy and they will return and bring more customer's with them.
ReplyDeleteI feel that no matter what, managers should always be cool, calm, and professional. Sometimes things do have happen that they have no control of but always be remindful and respectful no matter how irate an customer is. Handling every situation with a smile and be polite. Watching the customers' body language will give you a heads up on how to approach them. The goal is to make the customer comfort and happy so that even if they waited for a long period of time they would still come back and bring my customers. Offer a drink or a snack to customers and apologize for the wait. Give proper sensitivity training to our employees so they will be able to deal with customers of that nature. Never down play or belittle any employee in front of an customer, encourage them, and offer help.
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