Page 45 - Marchetti Cafe Manual eBook April 2018

HANDLING GUEST FEEDBA CK

Marchetti takes guest service seriously. We sincerely value feedback from our
guests as it gives us the opportunity to improve and develop. We apply the
L.E.A.R.N technique when dealing with complaints or dissatisfi ed customers. We
show genuine empathy and care and aim to resolve all guest complaints in the
guest’s favour. Although we encourage staff to resolve issues at the fi rst point of

contact, all guest complaints are to be reported to the manager.

S ome facts:

Handling customer complaints is an important part of keeping our business
healthy and profi table. If we want our guests to come back, we must meet and
exceed their expectations consistently. When that doesn’t happen we end up
with a complaint - if we are lucky.

• A typical business hears from only 4% of its dissatisfi ed customers. The other
96% quietly go away and 91% of those will never return.

• A complaining customer is trying to help us understand where we failed to
satisfy his or her expectation. In the hospitality industry when a customer
leaves without expressing a complaint it is referred to as the Silent Customer’s
Revenge. We will never know why the customer was unsatisfi ed and therefore
there is no way to correct the problem. They will however, go away and tell
people they know and a whole lot of people they DON’T know via social
media. The impact of the Silent Customer’s Revenge is bigger than we can

know.

• A recent customer service study revealed that 68% of dissatisfi ed customers
leave because of an attitude of indiff erence toward the customer by the
business.
• We should be thrilled and delighted that our customer cares enough about

us and our business to take the time to complain. The good news is that 70%
of complaining customers will do business with us again if we resolve the
complaint in their favour.

• If we resolve issues instantly, 95% of
complaining customers will do business with
us again.

Your most unhappy customers

are your greatest source of learning.

Bill Gates

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