Writing a professional response to a complaint

Speaker 1: I called you all in today just to discuss this little bit of negative feedback that we've had via email.

It comes from Hilda Roberts. I don't know if any of you remember the name, but she was in last night.

So she says they came to the Orange Tree last night for her husband's birthday. They'd really been looking forward to it for weeks. She'd even bought a new outfit.

She's saying that the problem wasn't with the actual taking of the order and the drinks and starters came on time.

But the main course wait was just not on.

I believe she was sitting on table 40 last night, who was working on 40?

Speaker 2: Weren't you on forties last night?

Speaker 3: I do remember quite a wait time for one customer and they were having steaks which would explain the 25 minute wait.

Speaker 1: Did you check back once the main courses had arrived at all or?

Speaker 3: I didn't, no.

Speaker 1: Agh. See this is the problem, you know.

We've talked about this, you know.

If it is busy we need to make sure that we communicate with a guest and keeping them informed, you know.

Speaker 4: Next time communicate how long each food item takes to cook.

So if it's something like a well done steak you're looking at around about 25 minutes.

But that's your exact opportunity to upsell a starter or to say it's going to be about 25 minutes guys, do you mind waiting?

And then get their approval before them sitting there thinking they've been forgotten about.

Speaker 3: Yep.

Speaker 4: Alright?

Speaker 3: Sure.

Speaker 1: It says here, 'you've ruined an evening we were really looking forward to and I would like to complain in the strongest terms.

'What do you propose to do to make up for our unhappy experience?

I expect a prompt response.' So we do need to deal with this today.

Mark would you mind just drafting up an email response and we'll get that sent over today.

Speaker 4: Yeah I'll get that done.

Speaker 1: So you just want to basically say, 'Thanks for your letter', 'This is what happened.' And then obviously any actions that you're going to take forward with the team.

And then obviously a compensatory offer of some description.

OK, I think it's a bit long-winded here, so if you could take it up to 'We take any feedback,' just write something like, 'Thank you for your recent letter regarding your bad experience at the Orange Tree.'

Just to make it look like we are being deadly serious, just put, 'We will certainly make sure that the team are clear about this in future.'

Speaker 1: (TO AUDIENCE) The most important thing about tone is obviously for the guest to understand that you have completely understood and listened to the things that they have had to say.

The worst thing you can do is kind of jump to assumptions and make rash decisions, maybe question why they're complaining.

Speaker 1: 'As a gesture of goodwill,' comma, 'I would like to offer you a complimentary meal for two for you and your husband.' Excellent.

So you've got your three paragraphs there - thanking, explaining, offering.

Very nice. OK, great. Well done, Mark.

Speaker 2: Cheers. Nice.

Speaker 1: All good.