Although discounts may seem like a convenient solution to appease disgruntled customers, try not to resort to this unless necessary. There are plenty of recovery methods that you can employ as damage control. For instance, a diner served an unsatisfactory meal could have that item removed from the final bill.
If the customer is satisfied with the resolution of the complaint, exceed their expectations by offering a complimentary dessert or discount coupon for the next visit. This generous gesture will leave a positive impression that leads to the possibility of a return visit.
Encourage your team to follow a standard operating procedure in the event of a customer complaint. Maintain a professional image at all times while working out the best possible solution. Be sure to share such experiences with your employees so they are well-informed of ongoing matters in the restaurant and how to resolve similar issues in the future. At the end of the day, feedback reflects an opportunity for further improvement that will help improve the restaurant’s reputation over time.