How to politely refuse service to customers (financial, pay, cost)
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I have a couple who come into our restaurant, they have come twice, the first time they left shortly after sitting down and ordered the drinks, the restaurant was packed, just cleaned one empty table, so somewhat understandable, but they kind of made a big scene and were annoying to say the least. The second time they came we only had 2 tables full and they were seated and served promptly, they shared the soup they had and appetizers. They got their entrees and said it was not cooked/prepared properly, which wasn't true, it was about perfect. what they ordered just some basic thing every restaurant served which can not be bad like what they acted, but they acted so mad, so we apologized many times and offered to cook something else for them to try, they refused and said don't want to try anything else, but after we said they can leave without paying anything, they said they would come back and try again. I would actually prefer them not come back, how could I tell these customers next time that we won't serve them, or should we go ahead and serve them even with the chance they won't pay...
I have a couple who come into our restaurant, they have come twice, the first time they left shortly after sitting down and ordered the drinks, the restaurant was packed, just cleaned one empty table, so somewhat understandable, but they kind of made a big scene and were annoying to say the least. The second time they came we only had 2 tables full and they were seated and served promptly, they shared the soup they had and appetizers. They got their entrees and said it was not cooked/prepared properly, which wasn't true, it was about perfect. what they ordered just some basic thing every restaurant served which can not be bad like what they acted, but they acted so mad, so we apologized many times and offered to cook something else for them to try, they refused and said don't want to try anything else, but after we said they can leave without paying anything, they said they would come back and try again. I would actually prefer them not come back, how could I tell these customers next time that we won't serve them, or should we go ahead and serve them even with the chance they won't pay...
Everyone has their limit when it comes to difficult customers, and it appears you have reached yours with this couple. If 99% of your customers see the value in what you offer, don't spend time trying to please the 1% that doesn't. That being said, there are 2 sides to every story, so it's hard for me to say that they're unreasonable or impossible. You acknowledge there was a service lapse on their first visit. Personally, I would probably give them another chance. If they're a problem at all this time, that's a perfect opportunity to ask them not to return. And I would insist that they pay for everything that they consumed.
But if you're set on refusing them, I would say something along the lines of: "You've been our guest on two occasions now, and each time has been an unpleasant experience. As much as we would appreciate your business, I just don't think we're going to be able to please you, and think it would be best for all of us if you chose somewhere else to dine."
Everyone has their limit when it comes to difficult customers, and it appears you have reached yours with this couple. If 99% of your customers see the value in what you offer, don't spend time trying to please the 1% that doesn't. That being said, there are 2 sides to every story, so it's hard for me to say that they're unreasonable or impossible. You acknowledge there was a service lapse on their first visit. Personally, I would probably give them another chance. If they're a problem at all this time, that's a perfect opportunity to ask them not to return. And I would insist that they pay for everything that they consumed.
But if you're set on refusing them, I would say something along the lines of: "You've been our guest on two occasions now, and each time has been an unpleasant experience. As much as we would appreciate your business, I just don't think we're going to be able to please you, and think it would be best for all of us if you chose somewhere else to dine."
I think I would ask around at other local restaurants to see if this couple is pulling the same trick at their places. There are those folks who do this just to get a free meal. Just a thought.
Matt,
They are scammers.
Pure and simple, use the nice saying above.
I had customers that were horrible, even my other customers
couldn't believe how they acted, and I got rid of them.
Want to get rid of them??
Charge them anyway.
It works, trust me.
You will never see them again.
Everyone has their limit when it comes to difficult customers, and it appears you have reached yours with this couple. If 99% of your customers see the value in what you offer, don't spend time trying to please the 1% that doesn't. That being said, there are 2 sides to every story, so it's hard for me to say that they're unreasonable or impossible. You acknowledge there was a service lapse on their first visit. Personally, I would probably give them another chance. If they're a problem at all this time, that's a perfect opportunity to ask them not to return. And I would insist that they pay for everything that they consumed.
But if you're set on refusing them, I would say something along the lines of: "You've been our guest on two occasions now, and each time has been an unpleasant experience. As much as we would appreciate your business, I just don't think we're going to be able to please you, and think it would be best for all of us if you chose somewhere else to dine."
Great response. They are the type of people looking for free meals. They probably do this a lot and get away with it. Write them off.
If they're just picky and difficult to please, I'd say stick to the attitude that the customer is always right. There's really no polite way to say "you're unwelcome here, don't come back" and they'd could retaliate by leaving negative reviews on yelp and telling everyone they know to avoid your place, which could cost you a lot more in lost business than the extra effort it would take to please them. It depends a bit on your restaurant's overall reputation in the community and how busy it is. If they're obvious scammers, however, you'd have no choice.
I think you're sending the wrong message by giving bad customers their entire check for free. They should pay for the other items. If you can't offer them a different meal to replace the one they don't like, of course you shouldn't charge for that meal. If it's a customer you want to come back, you can always offer a free dessert.
And yes, the kitchen does mess up sometimes, so don't let the scammers blind you from seeing true issues that may need to be fixed to keep your good customers coming back.
It's just not worth it financially or emotionally to try and please people who just don't want to be pleased. I owned an award-winning "Best of (my city)" cafe for several years. We had to "fire" a half dozen or so customers over that time because they were extremely difficult and in one case, dangerous. They simply ruin your day, cost you money, demoralize your staff and make you look like a buffoon. We sent them up the street a couple of blocks to a competitor.
The danger is that they take to social media and not only trash you, but harass you and your business. Many review sites allow you, the owner, to respond publicly on those comments. Generally, intelligent people will see through them. But keep in mind you'll want to watch over your social media profile once you do fire them.
Everyone has their limit when it comes to difficult customers, and it appears you have reached yours with this couple. If 99% of your customers see the value in what you offer, don't spend time trying to please the 1% that doesn't. That being said, there are 2 sides to every story, so it's hard for me to say that they're unreasonable or impossible. You acknowledge there was a service lapse on their first visit. Personally, I would probably give them another chance. If they're a problem at all this time, that's a perfect opportunity to ask them not to return. And I would insist that they pay for everything that they consumed.
But if you're set on refusing them, I would say something along the lines of: "You've been our guest on two occasions now, and each time has been an unpleasant experience. As much as we would appreciate your business, I just don't think we're going to be able to please you, and think it would be best for all of us if you chose somewhere else to dine."
You are much nicer than I. The second time if I were sure there was nothing wrong with the food I would charge them for what they had eaten/drank and said I am so sorry we can not please you. I hope you are able to find a restaurant to your liking.
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