The customer is always right. It’s a phrase we’ve all heard, but in the hospitality world, sticking to this mantra is becoming increasingly challenging.
The truth? Some challenging customer behaviors are making it clear that this principle isn’t always fair, practical, or sustainable for restaurants in today’s world.
The Cost of Difficult Diners
Running a restaurant is no easy task. From creative dishes to maintaining smooth service, restaurant teams dedicate endless hours to creating enjoyable dining experiences. Yet, some diners exploit the industry’s customer-first attitude.
Take, for example, chefs like Andrew Sheridan in north Wales, who’s noticed a rise in customers attempting to game the system. Complaints ranging from the placement of a structural pillar to the quality of local roads have been presented as grounds for free meals or vouchers. Cases like these cross the line from genuine feedback into abuse of trust, costing restaurants not just money but morale.
Another chef, Ben Murphy, recounts a particularly egregious example where a customer planted clingfilm on their plate to score a free meal, only for CCTV footage to later reveal the truth. It’s instances like these that raise an important question for establishments everywhere: Where do we draw the line?
The Effects of Social Media and Online Reviews
Social media and review platforms have placed immense power in the hands of diners. While constructive criticism helps restaurants improve, false negative reviews or threats to tarnish a business’ reputation online have become serious issues.
False accusations of food poisoning or poorly judged complaints about lighting and decor are being used as leverage to secure hefty discounts or freebies. For many restaurant owners, the pressure to avoid public shaming has tipped the scales, affecting their operational decisions.
Rising Expectations Amid Economic Pressures
Economic factors are also contributing to the strain. The cost of dining out has increased due to inflation, and with higher prices, customer expectations have naturally risen. While understandable, these heightened expectations sometimes translate into customers demanding perfection in elements ranging from food presentation to ambiance.
Michelin-starred chef Ben Murphy believes this shift in expectations has led to diners feeling entitled to compensation over minor inconveniences, placing even more stress on restaurant staff.
A Balanced Approach to Hospitality
Not all industry experts believe in abandoning the “customer is always right” philosophy. Oisin Rogers, from The Devonshire in Soho, London, explains that optimism and understanding are critical to hospitality. For him, it’s about recognizing that customers may have bad days or come with misunderstandings, and he chooses to address complaints with empathy.
But even Rogers acknowledges that managing customer expectations comes down to fairness. Listening when feedback is constructive and drawing boundaries when complaints turn unreasonable ensures both diners and staff are respected.
What Can Restaurants Do?
For restaurants navigating this new terrain, here are several strategies to find balance when dealing with customer concerns.
1. Set Clear Policies:
Make your restaurant policies transparent from the start, especially regarding refunds, menu substitutions, and other operational decisions. Clarity helps curb unreasonable expectations.
2. Train Staff to Handle Complaints:
Equip staff with the skills to differentiate between constructive feedback and manipulative tactics. Empathy and professionalism are powerful tools when responding to difficult situations.
3. Engage with Online Reviews Actively:
Restaurants have every right to respond to unfair reviews. Constructive engagement not only highlights your side of the story but also demonstrates to other potential customers that you take their concerns seriously.
4. Reward Positive Customers:
Build loyalty with fair-minded customers. Acknowledge positive behaviors to reinforce a strong sense of community and respect among diners.
5. Prioritize Staff Well-being:
Standing firm against unreasonable demands helps prevent burnout and ensures that staff feel supported. A happy team is better equipped to deliver memorable guest experiences.
The Takeaway (excuse the pun!)
“The customer is always right” is a principle rooted in good intentions, but in the modern restaurant industry, it’s not always practical or fair. Constructive criticism remains invaluable, but restaurants must stand firm against individuals exploiting their goodwill.
The solution lies in balance. By valuing customer feedback while maintaining boundaries, restaurants can foster positive relationships with diners without compromising the well-being of their teams or their own business integrity. It’s time for the industry to rethink its reliance on old mantras and adapt to today’s hospitality challenges.
How does your restaurant handle demanding customers? Share your insights in the comments below.
