Have you encountered these types of difficult customers?
Let me start off by making a controversial statement. Personally, I don’t believe the old adage ‘the customer is always right’. In fact, I believe that it is entirely possible for the customer to be 100% wrong. Here’s another controversial statement – not all customers are worth looking after! However, difficult customers are a fact of life, and in the rat race we are all running during this pandemic, any revenue is greatly welcomed. So have you encountered some or all of the difficult customers described below? How did you tackle the situation?
The know-it-all
The know-it-all will stride into your establishment with a self-satisfied expression. You will spot them from a mile away. They are the sort who appear to know everything about your business, from the version of the software suite you use, to the brand of floor cleaner, and what your competitor’s SOP on washroom cleaning is. Just smile and aim to serve as quickly as possible so that they may move on and carry their know-it-all attitude, elsewhere.
The indecisive one
This is the type of customer who will order a chicken lasagne, only to frantically beckon for you to return 30 seconds later to ask to change it to a beef lasagne. Two minutes on, expect a third summoning, with the request “can I have spaghetti bolognaise instead”? Indecisive customers are infuriating because they can throw a monkey wrench into your works. Imagine if the chef had begun to prepare the lasagne, it now has to be discarded. Some may say that you should inform the customer that you have already commenced preparing their dish and thus a change is not possible, others may say to suck it up and be accommodating. Either way, check with your Manager / SOPs for the best course of action when dealing with these indecisive sorts.
The quotation seeker
This is a customer who often visits, calls or e-mails requesting a quotation or price list, but never actually provides any business. They waste everyone’s time as a result, except, seemingly, their own. With this customer, it’s best to provide them the information they seek, as it costs little and who knows, they might avail themselves of your products and services some day.
The one who doesn’t read
This kind of customer will often raise a complaint or grievance claiming that you missed something when in reality; they didn’t read the product or service description properly. Maybe they were upset to find anchovies on their pizza simply because they didn’t read the menu properly where the ingredients were clearly listed or were upset that they couldn’t get room service at 1am, simply because they didn’t read the booking confirmation that clearly stated the room service is not 24-hour.Upon bringing this to their notice in a tactful manner, some quickly turn apologetic, others turn arrogant as they believe any form of apology to be beneath them – and trust me, you will encounter more of the latter than the former. Their reaction usually determines whether their request will be accommodated or not.
The ‘did you get my email’ sort
This is the type who sends you an e-mail and immediately follows it up with a call – often, faster than an e-mail can make it through the internet. Never mind that you may have a dozen other things to do, and that their e-mail refers to a dinner reservation for three Sundays away. To them, you are their servant, at their beck-and-call, and you have to see, read, and acknowledge their e-mail faster than technology can carry it! This kind of customer is indeed infuriating. Sometimes, it might be prudent to have a colleague answer the phone and say “sorry, Ms. X is currently serving another customer, but she will attend to your e-mail within the day”.
The eternal critic
Everyone dreads this customer. They find something wrong with everything. The bed sheet in the room was overhanging 2mm more on one side than the other, or the waiter poured the water 1mm higher for their partner, or the salad contained an odd number of olives when it must be an even number. These people can never be satisfied, no matter what you do. For such customers, staff simply do their best and try not to take it personally. Be an efficient robot if you will and hope that they never return – unless they are good spenders and/or generous tippers.
The discount seeker
We’ve all encountered this one too. They absolutely must get a discount. Never mind if the prices are clearly marked on the menu, or the room rates fixed for that period – oh no, they must get a discount or else they lose their mind. Even if you give them a 1.5% discount, they will be satisfied. Their game is in the activity of squeezing for a discount. Savvy staffs recognise these sorts and will usually quote the highest rack rate, before conceding a discount. Everybody wins!
The demanding or aggressive customer
They come out loud and threatening from the outset before you even have had an opportunity to serve them. This type believes that with their loud and boorish demeanour they can squeeze out an upgrade to a suite, or a free bottle of wine. With these sorts, when things get unruly or when they misbehave, it’s best to call security and have them escorted off the premises.
Finally – cover yourself
Remember, these difficult customers can also make a stink all over social media about your establishment / the service they received - often they will embellish the situation, or even invent an incident. In these cases, craft a factual response, laying out the facts, stating exactly what happened, and pointing out if they behaved badly. Remember, social media is a double-edged sword in that whilst the disgruntled customer can use it to rant and bully you; you can also use it to show them up if they were the aggressor. Finally, don’t forget to retrieve and safely secure any CCTV footage after an incident occurs, as this will be useful if things escalate further.
Ashraaq Wahab - Technical Director Hospitality Sri Lanka, Automotive Journalist, Marketer and Writer, who enjoys penning his thoughts, insights and ideas on a variety of topics.
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