A guest isn’t always right but you’re always responsible. The best thing you can do is to listen.

“A customer is always right” means it’s up to you to ACKNOWLEDGE their feeling and impression.

They are right when it comes to their own intake on things. It’s their experience that went wrong and if they feel upset, THEY ARE RIGHT.

There is one thing you HAVE TO DO. And two possibilities which follow.

That one thing is to take OWNERSHIP.

That DOESN’T mean you agree with their point of view.

That means you listen, acknowledge meaning recognize the importance of the situation they are unhappy about, don’t judge, understand and RESPOND.

Ideally you will have good notion on how to respond depending on the actual problem and whether or not you find guest’s complaint RELEVANT and IMPORTANT.

It’s always good to have proactive employees who find creative ways to solve problems, but they should also be well trained to understand your business VALUES and VISION so they can respond in accordance to those.

From there on, you have TWO POSSIBILITIES. Take the feedback and enhance your business or reject the feedback and again, enhance your business.

Maybe you created expectations which you don’t actually deliver so they were disappointed. Read: YOU LOOKED BETTER ON INSTAGRAM THEN IN REALITY.

So you take this as an important feedback to improve quality. And afterwards, put efforts into reconnecting with the guest.

Otherwise, if you find guest’s complaint completely irrelevant, you won’t implement the things they wanted.

BUT you better make an audit of your branding and marketing and understand how you can your offer communicate better so it appeals ONLY to your ideal guests.

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Be WORTH EVERY PENNY & every second of your guests.