DEALING WITH

OBJECTIONS AND
NEGATIVISM
Here are some tips:

 Have an open attitude in welcoming objections and negative comments.

 Ask for details about the objection or comment so that appropriate action
can be done.

Customer: Your drink is lousy.

Server: What is it that you are not satisfied about with our drink?
Here are some tips:

 Make the negativist feel that his/her opinion is important and that he/she is
understood.
“I see your point sir.”
“I understand what you mean.”

Never say: “No, I don’t agree to that.”

Here are some tips:

 Restate the objection. First of all, put the objection into his own words and in
the process of doing so, soften the language and shift the emphasis.
Customer: “I pay only 55.00 for my beer in Café.”

Rephrased:
“You mean you find our price of beer higher than the other beers. That’s right sir.
We charge a little higher but our bar provides a live band for an entertainment.
Doesn’t that make a difference and your drink more enjoyable?”
Here are some tips:

 Suggest or offer options

C: The VIP package are too expensive.
Salesman: Perhaps we can adjust your budget. What if we take the amenities so
that we can reduce the package price?
Or would you like our bartender to design a menu that will suit your budget?

If an objection emanates from the fact that a product does not conform to the taste or
expectations of a customer, offer an alternative that best meets his taste or
expectation
Here are some tips:

 Agree, then build on the disagreement. The idea is to disagree with the
objection and thereby take the edge off it.

C: Your wines are very expensive.

B: Yes, there are expensive ones and these are the imported items and of premium
brand, but they are certainly the best for a man/woman of fine taste like you. Don’t
you think so?
Here are some tips:

 Admit that the objection is valid. One who is honest enough to accept
shortcomings wins more respect than one who bluffs or is defensive.

C: Your menu package is not suited for a kid.

B: I believe you are right. Let me have a kids package prepared by our chef and
send them to you for approval.
Here are some tips:

 If an objection is about the price, acknowledge the objection but highlight the special
qualities of the product/ service to justify the price.

More often, it is not really the price that people complain about. It is the thought that the
service or product is not worth the price.

B: Yes sir! Our steak costs a little higher than in other bars but it is certainly tender and juicy
and comes in a sizable portion and accompaniments.
Here are some tips:

 Avoid over- reacting. One must learn to relax and control one’s temper even if
the person is shouting at the peak of his/her voice.
 If an objection or comment involves a false accusation against the product,
service or company, discreetly refute the accusation without resorting to
put- down or insulting statements.
C: I’m disappointed with your Hainanese chicken. It seems that it is not
authentically Japanese.
C: I respect your opinion sir but we receive a very favorable comments from our
other customers. In fact our Hainanese chicken is one of our most salable items.
Here are some tips:

Never dare to argue nor directly prove him/her wrong, saying something like:

“How dare you say that? We have a Japanese chef who prepares the Hainanese
chicken.”

“Of course not. We are one of the most authentic Japanese restaurants.”
Here are some tips:

 Document all objections and negative comments of customers in a logbook and bring
them the attention of all concerned units or persons or present them during
operations meeting.

Negative comments maybe exaggerated but they are certainly call for alarm and must be
given appropriate attention.
HANDLING GUEST
COMPLAINTS
 Approach the complaining customer politely as you say:
“Anything I can do for you?” or “May I help you sir/ma'am?”

 Listen attentively. If the message is not clear, confirm or clarify.

“If I got you right, are you saying that…”
“I heard you say, the steak is well done, do you mean you ordered something rare or
medium rare?”
 Get more details.
C: I don’t like your service.
W: What exactly went wrong sir? Could you recall the name of the waiter?

Be calm and sober even if the customer is rude or shouting at the peak of his/her
voice. Be gracious and courteous no matter how irritating the customer is.
 Be open minded. Accept the facts of his/her complaints and refrain from being
defensive. Acknowledge guest comments even if he/she does not seem to be
talking sense.
“I see your point sir.”
“I understand what you mean.”
“Your comment is well taken of.”
“I have taken note of your complaint sir.”
 Accept the customer’s feeling, saying something like:
“ I can understand how you feel.”
“I can see how irritated you are and I understand why you feel that way.”

If the guest is very upset, mad, or irritated, pacify the guest by saying the magic
words like:
“What can I do to make you feel better?”
“What can we do to compensate for our deficiency?”
 Never argue nor disagree or indiscreetly prove the customer wrong. If the
comment is an unsound accusation, raise your point by using the Yes- but
technique. Acknowledge his/her comments first before presenting your point.
“ I can see that you are not satisfied with our drink and I respect your comments.
However many of our guests seem to like the drinks our bartender has prepared. In
fact, this drink is one of our best seller.”
 If service is faulty, apologize.
“I am sorry for what happened.”
 Settle sensitive matters or problems in private so as not to place the guest in
an embarrassing situation.
Example: Declined credit card, shortage of cash for payment, suspended signing
privilege, etc.

Waiter will tell the guest:

“Excuse me sir, someone wish to see you at the counter.”
Do not say: “My supervisor is calling for you.”
 Never pass the buck on another person or department in an effort to defend oneself
 If the guest is very upset, does not want to accept apologies or is making a fuss out of
petty matters or cannot be pacified, call the Supervisor or the manager.
 Should a complaint or request require a delicate decision or action, or a request that
run counter to some business policies like discount or waiving service charge, etc.
Refer to the supervisor.
The waiter should tell the guest:
“I’m sorry sir but I am not authorized to decide on this matter, may I refer you to my
supervisor?”
 Take appropriate action immediately and assure the complaining customer
that his/ her concern is being taken seriously and that corrective action shall
be taken.

 Show appreciation rather than irritation upon receiving a complaint or

negative remark.
“Thank you sir for bringing this matter to our attention.”
“I have taken note of your comment sir. Thank you for calling our attention. We will
see to it that it won’t happen again.”