MAGIC MOMENTS bei Beschwerden

Ja, der Gast hat immer Recht

Trennen Sie sich von dem Gedanken, dass es gerechtfertigte und ungerechtfertigte Beschwerden gibt. Der Gast, der sich beschwert, fühlt sich im Moment der Beschwerde im Recht. Auch wenn er eine Stunde später draufkommt, dass er eigentlich Unrecht hatte. Es gilt deshalb, jede – aber auch wirklich jede – Beschwerde ernst zu nehmen und entsprechend zu behandeln. Reagieren Sie auf jede Unmutsäußerung höflich und gästeorientiert.

 

Kennen Sie das? Der Teller ist leer und auf Nachfrage erklärt der Gast, dass das Fleisch vielleicht etwas zäh war oder die Beilagen nur lauwarm. In solchen Situationen denken wir fast automatisch, dass es sich hier um eine ungerechtfertigte Beschwerde handelt. Schließlich hat der Gast ja aufgegessen. Und wenn es ihm nicht geschmeckt hätte, dann hätte er es ja stehen lassen können. Vermutlich will er jetzt nur eine Preisreduktion oder etwas Zusätzliches geschenkt, denken wir.

Wir gehen davon aus, dass das Essen entweder gut schmeckt oder ungenießbar ist. Aber genauso, wie es zwischen schwarz und weiß Millionen von Farben gibt, gibt es auch beim Geschmack unzählige Nuancen. Vermutlich war im vorliegenden Fall das Essen zwar passabel, hat aber die Erwartungen des Gastes nicht erfüllt.

Sie sollten jetzt unbedingt Ihr aufrichtiges Bedauern äußern. Natürlich werden Sie das Essen auf der Rechnung lassen, schließlich hat der Gast ja aufgegessen. Überlegen Sie sich aber, mit welcher Kleinigkeit Sie die Enttäuschung des Gastes auffangen können. Ein kleiner Espresso, etwas Süßes aus der Küche oder ein kleiner Schnaps sind da eine gute Investition. Aber bitte keine Zwangsbeglückung, sondern fragen Sie, ob Sie dem Gast damit eine Freude machen. „Passieren kann ja überall etwas, aber wie die reagiert haben! Wow, das war gut!“, sollte der Gast denken. Großzügigkeit zahlt sich da nachweisbar aus.

Von einem einzigen unzufriedenen Gast erfahren in Summe etwa 200 Personen. Wenn Sie Glück haben! Wenn Sie Pech haben, geht der Gast ins Internet und schreibt über Sie auf einem Bewertungsportal oder in sozialen Netzwerken. Dann können es rasch tausende sein, die erfahren, dass bei Ihnen etwas schief gelaufen ist.

Ach ja, übrigens: Nur die wenigsten Gäste beschweren sich, weil sie sich einen persönlichen Vorteil verschaffen wollen. Exakt sind es nur 1,5% aller Beschwerden, die diesen Hintergrund haben. Die können Sie also getrost vergessen. Die anständigen, ehrlichen und treuen Gäste (98,5% aller Beschwerden) wollen Sie doch bestimmt nicht von vornherein als Diebe und Verbrecher behandeln, oder?

Wenn Sie sich entschließen, jede Beschwerde (auch die vermeintlich ungerechtfertigten) ernst zu nehmen und zu lösen, dann werden Sie sich auch viel Geld für Werbung und Marketing sparen. Unzufriedene Gäste, die durch gute Beschwerdebehandlung „umgedreht“ wurden, sind die glaubwürdigsten Werbeträger und die erzählen dann von diesem MAGIC MOMENT.

320 Gedanken zu „MAGIC MOMENTS bei Beschwerden

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