Keeping in mind that we are part of the hospitality industry we need to extend every courtesy and dazzle our customers. I have always worked with the belief that ensuring customer satisfaction is of the utmost importance. Therefore, if a particular dish is not pleasant to the palate, it must be replaced. It is these customers that may provide the most powerful advertising for you to your potential customers, through the word of mouth. However, before you get the impression that I am advocating that we give the whole house away, we must examine the causes of this problem.
Customers rather be informed up front, nobody likes surprises.
Keeping the causes in mind will help you develop a practical plan of action that will give your better accountability, reduced food cost and keep the staff happy. More importantly your customers will be dazzled and leave with a smile, which they will share with others and help increase your customer count. Post Unfortunately, there are customers out there who have gotten used to managers that automatically comp their check upon a complaint and believe it is easy to get a free meal. But consider the customer that simply wants to enjoy a good meal and feel comfortable with the restaurant staff. We as restaurant operators want to hear opinions about the food, we solicit suggestions and should respond to them.