As a service for the purpose of catering people, the following six customers do not love to hear the words, must bear in mind, the following with nine cottage editorial together.
The first sentence: "You only ordered 2 dishes."
Often there are times when customers will order less food, this time the waiter needs to go to remind customers, but the way must be euphemistic.
If you say, "Hello, you only ordered 2 dishes," then the customer will have the idea that the waiter thinks the customer ordered less, and will feel very unhappy.
And if you say, "Hello, you ordered XXX and XXX this two dishes, this amount of food may not be enough for the four of you to eat, may I ask you have other needs? Such words, will let the customer feel that the waiter is on their point of view, not only to achieve the purpose of reminding the customer, but also to let the customer feel good.
The second sentence: "This dish is not available"
People generally have a psychological, is not acceptable to the direct negative.
Particularly in the ordering of food, was a very happy thing, suddenly heard the "food is not available" such a direct negative words, inevitably the mood will become a lot worse; and directly said that the food is not available, but also let the customer poor question: in the end is not sold, or not to do this dish?
So we have to use another explanation, you can say "just sold out" or "the quality of this raw material is not good today", and then immediately recommend a few similar dishes for customers to choose. That way, the customer's disappointment will be greatly reduced.
Third sentence: "I don't know much about this"
Customers ordering, see the fresher dishes, often ask the waiter the characteristics of this dish, etc., if the waiter is new to the dish is not familiar with, it will be very easy to say "this! I don't really know."
This is a very honest statement, but it gives the customer a very bad impression. First of all, the waiter did not address the customer's needs, and secondly, the customer will feel that the restaurant is very unprofessional, and that their own waiter does not know the specialties of the dishes.
So we need to solve this problem by two methods, one is to quickly train new waiters to be familiar with the dishes in the shortest possible time; the second is to optimize the menu by marking instructions next to those more unique dishes.
The fourth sentence: "This is not my responsibility"
This is the most important sentence that the waiter can not say, this sentence will make the customer's dining experience directly down to 0.
For example, some customers in the barbecue, asked the waiter next to the replacement of the barbecue paper, the result of the waiter casually threw out a sentence
Some customers ask the waiter to change the paper when they are eating barbecue, but the waiter just throws out a sentence: "This is not my responsibility", which makes the customer feel very angry because his reasonable request is rejected, and also forms a kind of "unappreciated" mentality.
So, when a waiter encounters something he can't solve, he should directly inform the customer that we will be at your service right away, so that the customer can have a feeling of being respected. For example, "Hello, I'm going to arrange for someone to serve you."
Fifth sentence: "No way, we've always been like this."
In the process of opening the store, it is inevitable that some ingredients will appear a little deterioration, such as acid. If the customer raises the question of the dishes are not too fresh after the waiter must not directly answer: "No way, we have always been like this."
First of all, it's extremely disrespectful to the customer to dismiss him or her without even tasting it. Furthermore, even if there is no problem with the ingredients, you will make the customer feel that you are cheating him by saying so.
So, in this case make, first of all, to taste carefully, if there is really a problem, to hurry to apologize, and return the dishes; if there is no problem, we must explain to the customer, it may be that this practice is the taste.
Sixth sentence: "You guys eat quickly!"
Sometimes when a restaurant is about to close and the customer hasn't finished their meal, the waiter will go and rush the customer. There is nothing wrong with rushing customers, but we can't give them the feeling of "urging", but rather the feeling of "reminding".
If we just say, "We're closing, so eat quickly! This will give customers a sense of being shooed away, and they will naturally feel upset.
And if you tell the customer in advance: "Hello, we are closing at 9 o'clock here, the chef is going to get off work now, do you still have something to order?" This will make the customer feel that you are in his point of view, in his favor, and also know the news of the 9 o'clock closing time.
Speaking is an art, often the same meaning, because of the expression of different ways and bring different effects. As a service industry, whether the customer can enjoy the whole process is fundamental to our success.