Every food truck owner has different managing techniques and handles customers in different ways.
Therefore, we aren’t saying every single food truck owner should deal with angry customers in the same manner, not to mention some situations need to be handled differently than others.
However, here are three strategies mobile kitchen owners can incorporate when dealing with angry customers — use these strategies whenever and however you see fit.
3 Ways Food Truck Owners Can Deal With Angry Customers
3.) Realize There Will Always Be Rude People & It’s Not Typically Personal
Unfortunately, there will always be rude customers — there’s not much you can do about it.
Sure, you can teach your employees how to properly take people’s orders and make sure the food meets your standards (and reduce mistakes), but some people, simply put, are rude or easily triggered. Not to mention, everyone has a bad day from time to time and some people take those bad days out on others.
Just know that, no matter what the rude customer says, it’s not typically personal. This person is mad at someone else (or, once again, is easily triggered) and is looking for someone to take his or her frustrations out on.
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2.) Listen To The Customer & Offer A Solution
It’s hard to listen to a rude person who’s not being reasonable or is yelling. However, you have everything to lose — like customers — while the rude person can just leave a bad review and never eat at your truck again.
That’s why it’s so important to listen to the customer in question and try to offer a solution. Not only can this lead to the situation not escalating, but it can also lead to the customer not leaving a bad review, the problem being solved, and customer satisfaction.
A solution doesn’t always have to be a free meal (although it can be if that’s your strategy) — it can also be calming down the customer, seeing where he or she is coming from so you can solve the problem and ensure it never happens again, and giving the customer an explanation.
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1.) Move On & Don’t Dwell
This is way easier said than done, especially if a customer says it is personal, tells you he or she doesn’t like your food, yells, doesn’t listen to reason, etc.
However, you can’t let one bad experience lead to another. If you dwell on the rude customer, then you will lose focus to something that happened in the past and is over. You want to make sure the problem doesn’t happen again and also correct the mistake, but once it’s over, you’ve talked to your employees (if they were involved), and a new strategy is in place, you have to move on.
Don’t let one person ruin your day, the mood and vibe at your truck, or possibly future meals because you and your team can’t stop focusing on the rude customer.
Once again, this is easier said than done, but do your best to move on and don’t dwell on a resolved situation.
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