Business Intelligence

How To Deal With Angry Customers

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Executive Summary

Conflicts with customer, even disappointed patrons are unavoidable. Even at the greatest restaurants in the world, occasional gaffs in service are inevitable - the steak that comes out a shade overcooked, or the forgotten appetizer - but how restaurants deal with these problems is what separates good service from excellent, and what ultimately can convert an unhappy guest into one who leaves with a good experience to relate to his friends. Serious Eats talked to a few chefs around the country known for the excellence in service to figure out the best way to deal with these inevitable run-ins.

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