Do not rely on objectivity on social networks. Instead of proving your truth, you must come to terms with the complainant. The tap water was for money, wine could not be drunk, and plums could be eaten with bacon. Somehow there was a reason a customer was unhappy about her visit to the restaurant. But this most likely will not make her trust the social network. The reason was a letter the employer immediately sent her. He tried to defend himself in it, on the contrary, he complained about her behavior upon leaving the restaurant.
Try to be the best you can be – it’s the easiest way to reduce complaints. Lehits entrepreneurs don’t argue with customers.
According to him, they did not order wine at all at her table, the price of water is on the menu, and when someone orders a plum with bacon, it is not surprising that there is a plum. Above all, he wanted her to argue next time with her arrogance about defending someone else.
“Nobody has won any arguments with a customer.”
Do not rely on objectivity on social networks
The important thing is that everyone who read it weren’t there. We don’t know how that happened. But most of the comments seemed to never go into such a business, and some even demanded that his name be published.
Of course, we cannot rely on any objectivity on social networks. Everyone can say whatever they want here. And of course, he doesn’t brag about leaning in to the waiter. He will publish his copy. And if the entrepreneur makes it easy for him, for example with such a report (whether it is true or not), then of course he has enough interest and support.
You can be right and still lose
The intuitive entrepreneur knows he doesn’t deserve to be right at all costs. He thinks about himself and arranges himself so that the reputation of his company does not deteriorate. Such a message that a disgruntled bar owner sends to his customers is the work of the ego, not rational thought. Not only will that change anything, but it will also be criticized on networks, as he may not come, and thus he cannot respond.
We can also learn from discussions on social networks that it is possible to be right and still lose massively. Usually people don’t care about the truth. They are driven by emotions. It is interesting that from the point of view of emotions, the defense is usually considered unreasonable and embarrassing. Some recall “a little bit of truth in every splash.”
Solve the problem now
So if you have an unsatisfied guest or customer, try to resolve it right away. Only when it’s fortified with alcohol is it best to leave it on for later. You don’t necessarily have to give the truth to everyone. Instead, he reassured him by admitting that he, of course, had the right to complain about anything. Instead of the emotional arguments he expects (that’s why plaintiffs often act more or less arrogant), use factual reasons.
For example, “See, the tap water pitcher price is on the list here, do you see?” And for the argument that they have it for free elsewhere, don’t respond by sending the customer somewhere else, but simply answer that each restaurant has different pricing rules ( See also the article Complaints: Inconvenience or Opportunity? ).
Lehits marketing principle: Quarreling with a customer will only hurt you
Thus, the goal of resolving similar complaints is not to prove that you are right. On the contrary, the important point is for the customer to understand that they may not be right. Or he has diminished his self-confidence so much that he doesn’t consider it necessary for him to go and complain about you on Facebook or anywhere else. And for a simple reason: No one has ever won an argument with a customer. You might be right, but your bills are your customers. When they tell each other that you do not respect them, you are out of luck.