What to Do if the Customer Wants to See a Manager

Video Transcript

Hi! My name is Leslie Moselle and we're here at Mickey Quinn's in Seminole, Florida and on behalf of Expert Village, this is how to be a successful server. Something you have to remember: when you want to be a good server, you really have to know how to read your customers and to read people. You need to be paying attention to what your customers says with their face, with their movements, with their not eating. You just really have to know how to pay attention and to be observant. I've been observing my table for a little bit and I can tell one my customers just doesn't seem to be really happy. He's really touching his food. I don't know if there is a problem, but it's a good thing to just stop by and check. Be friendly, ask them how everything is, and hopefully they're happy. If not, you have to fix the problem, so I'm going to go ahead and do that now. You're kind of quiet over here. I just wanted to come and check and make sure everything is okay. No, this chicken is garbage. I'm really sorry about that sir. Was it just not good? It's gross. I'd really like to speak to a manager. Okay, well sir, if there's anything I can do. If you want another meal or anything. No, just your manager please. Not a problem. I'll go ahead and get my manager. He'll be over here in just a minute. Thanks. No problem. As you heard, my customer is really upset. He's not happy with his meal. He didn't enjoy it all. I took the first step and I asked what was wrong with the meal. He said he didn't like it and said it was gross. It's just not his type of food. I went ahead, stepped further, and asked him if there was anything I can do for him or replace the food. He said he didn't want the food replaced. He wanted to see a manager. Now remember, you want to avoid sending your manager to every table that has a problem. They don't have the time for that and honestly, if there's something that you can do as a server to help your customer before getting the manager involved, try that first. This also shows the customer that you're actually trying to put effort into helping them into making them happy and not just running to get the manager. If they are insistent and they have to see the manager, then that's your duty as a server. You're just going to have to suck it up and get your management to come to the table and maybe they can fix it. I'm going to go get my manager and see if he can make this customer happy.

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