Customers are king and needs to be treated when they ‘come to business. In this era of cut throat competition where there is stiffer market and there is customer management program where there consist of behavioural management, etiquette management and crisis management needs to be taken seriously. Let us discuss how to cope with all of these management techniques.
Let us take an example. Suppose, in a restaurant while serving food the waiter mistakenly drop some food to the hand of the guest and that guest happens to be a lady and his husband becomes angry and began shouting and that takes the attraction from all of the other guests who sat in the other tables and that can become a huge disappointment for management. So, in this situation what management should do, let us discuss in real time.
The Case Study:
First what the waiter who accidentally drops food in the hand of customer who happens to be lady and before reaction to this, the waiter ran from that spot and should directly leave from the spot and go down to kitchen department so that the first rage of customer can be diluted as the culprit waiter should move out from that scene. Then, it is apparent that while the restaurant is running the restaurant manager should present and should have eye to eye on every waiter and this means that he should have seen this at first sight.
The restaurant manager should run directly to the affected customer and should say sorry with folded hands and then if there is some burning due to drop of hot food on the skin and if necessary help them and assist for medical help so that first the injury inflicted should be taken care of. Then, the restaurant manager should provide some rebate on the food and should provide additional discounts so that the happiness of customers can be reinstated and managed well and also then the general manager of hotel should come to the forefront so that here he should come to the forefront after restaurant manager’s action.
What management should take action ?
After eating the food the general manager should call upon the guest in his chamber and should personally apologise to guest and then if possible should provide one sorry letter so that customer satisfaction level should be the first hand indication of reinstalling these possibilities to attend extreme customer management at its peak. What all of theee prints upon him that the incident is a mishap and man can do the wrong as no humans is correct but taking proper gratitude action after it makes it to understand and estimate the level of customer satisfaction as from all of these it is understandable that humans can do the errors but we can rectify all of these without a doubt through excellent gratitude management and proper management of ideas with distributive management techniques and providing sorry to customers through various levels of management can make you feel so that you can provide the excellent customer management and a major mishap removed and the customer becomes happier with it and now we will discuss in depth about what action should be done to the waiter who creates this chaos as the result of bad distribution of food or something else all of these can be discussed further here.
After finishing of this episode then now it has to be looked in depth about what went wrong and in this time first we need to learn about what is the matter and this can only be said directly by the waiter and for this one meeting with waiter is need of the hour. In fact series of meetings needs to be done from lower end of administration to the higher end of administration so that ultimately the real matter needs to be done. So first the restaurant manager needs to have the talk with waiter and to find out real truth about this incdent so that if any wrong is there then these can be sorted out or some rules and regulations needs to be altered or can be managed in future.
Then, restaurant manager should have the long talk with general manager and should see the way distribution of foods need to be taken care of and if possible the way distribution of foods to customer by waiter needs to be rethink as most of times waiters provide foods as it is been instructed to them and for this one more learning needs to be done. If possible senior waiters must stand near to customer’s table so that if at all at any point of time, there is wrong by any waiter then they can alert to them before any such mishaps happen then before that head of waiters or senior waiter should intervene and stops any such mishaps.
So, it is all about management. The orinciple of management is that we should see how and in which manner customers are treated and their prioroty is highest in such cases as the old adage always says that customer is king and in hospitality management ours top priority should haqve been such that as manager we should see and create one by one security majors such as watchful eyes of senior waiters and then senior waiters should be seen by restaurant manager and as such one need to see and find customers convenience and their comfort should be looked into always and also senior waiters must swee that waiters who stay in the fisr line of fire should be well versed with business etiquettes and these needs to be trained from time to time so that always all waiters must be well behaved and professional in dealing with situations be it in difficult situation such as that of such as the case of above and they should be professional and in such situation the waiter should not rant out of these situation but should have straightforward says sorry to customers and that can prove to solve the problem outrightly.
Observations
In the above situation without any thing to say to any one at any point of time and he just ran from the situation and even senior waiters are not mindful of such situation as they are not probably watching it and customers also feel badly that for some minutes even senior waiters as well as restaurant managers not able to understand what the situation is and for this restaurant manager ran towards basement where the kitchen was to learn more about such situation. In this situation restaurant manager should have stayed there and should have talk with affected customers instead of running downstairs and running away from that spot and he should have directed senior waiters to go after that waiter to know and understand the waiter point of view of this mishap.
In the first place, restaurant manager should run towards affected customers and then should have taken the first hand report from them and in this way, the rage arising out from customers can be reduced to a considerable extent and matters should be dealt directly with restaurant manager and he can then take decision to inform this incident directly to top management of hotel such as general manager so that all of these problems can be managed and solved by top management with wit and quick time.
