10 Best Ways to Deal with Rude Customers and Keep Your Cool

As a restaurant owner, I’ve learned a valuable lesson from the legendary retailer Katherine: 'Make a customer, not a sale.' It’s a mantra that’s especially true in our industry. Every customer who walks through our doors is an opportunity to create a lasting impression. And let’s face it, a bad one can send them packing.

Statistics don't lie: 96% of customers will stop coming back if they experience poor customer service. That’s a staggering number that underscores the importance of handling difficult situations with grace and professionalism.

Dealing with rude customers is undoubtedly one of the most challenging aspects of running a restaurant. It can be stressful for your team, and even lead to burnout. But I’ve found that with the right approach, these situations can be turned into opportunities to showcase your exceptional customer service.

In this blog, I will show you the ten best ways to deal with rude customers and keep your cool. You'll learn how to turn a bad situation into a chance to show how great your customer service is. 

The Causes of Rude Customers in Restaurants

Before you focus on managing such a situation, you should understand the underlying cause of the customer's behavior. Often, some common issues cause frustrated customers and create a heavy situation between you two. 

• Subpar food quality can leave anyone disappointed. They might be looking forward to a great meal, while the one you served might be below expectations. 
• Poor customer service can make patrons feel undervalued and ignored. 
• Mix-ups with orders add to the frustration, especially if someone's hungry.
• Speaking of waiting, long wait times are another major gripper—no one likes to sit around when they're ready to eat.
• Then there's the environment itself. An unclean place might make customers uneasy or even question the quality of the food. 

While none of these problems excuse rude behavior, understanding these triggers can help you figure out how to deal with rude customers in a better way.

1. Take a Deep Breath and Just Listen

So, if a customer comes to you upset, the first thing to do is calm down and listen to them. Immediately jumping in with explanations or defenses can make things worse. Focus on being there in the moment with them.

Give them a nod here and there to show you're keeping up. This confirms you're getting what they're upset about. It can defuse tension and start to build some trust. Everyone wants to feel heard, right?

So, let's say a customer tells you their food came out cold. Instead of making excuses immediately, you could respond with, "I see your meal wasn't hot enough, and we definitely don't want that. Let's figure out how to make this right immediately." 

This approach shows you're not just hearing them but are also ready to help fix the issue.

2. Remember, It's Not About You

The reason behind rude customers is something going wrong with their experience. It has nothing to do with you. It could be a late order or a mix-up with their meal. They're not mad at you personally—they're just frustrated with the situation.

Understanding this and staying calm is important in such situations. You need not see their behavior as a personal attack; rather, focus on helping things sort out. 

For instance, a customer might be frustrated maybe because their steak wasn't cooked right. In such a situation, a good response could be, "I see what happened with your steak, and I'm on it. We'll sort this out quickly." 

3. Apologize and Mean It

When dealing with an angry customer, a sincere apology can go a long way. Show them you understand their frustration and you're sorry for any inconvenience they've experienced. Make sure your apology feels genuine—not just a routine response. 

For example, you could say, “I’m really sorry this happened. Let’s figure out how to make things right.” 

It will make them trust you. Customers need to see that you care about their experience just as much as they do. When they feel understood, they’re more likely to work with you towards a solution.

4. Make Sure You Got Their Point

While the situation is already messed up, you should make sure you're not making it worse by misunderstanding anything. For this, a helpful approach is to repeat what they've said but in your own words. 

It would help you in two ways: customers would know you're getting what's bothering them, and it assures them you're in this together to sort it out.

Let's say a customer's order has arrived late. In such a scenario, you could respond with, "I see you're upset because your meal didn't come out on time. Let's figure out how to fix this."

5. Let's Find a Fix Together

Tell your rude customers what they want to hear; we're in this together and show them you care about their experience. Sometimes, just replacing the item or tossing in something extra can turn the whole situation around.

‍Here's a good example: suppose a customer is dissatisfied because their coffee is too cold. A quick fix would be to brew a new cup right away and perhaps offer a freshly baked cookie on the house as a gesture of goodwill.

6. Politely Draw the Line

It's important to keep things respectful from both sides. If a conversation with a customer starts getting too heated or rude, it's okay to set some clear boundaries gently. You're there to help, but everyone needs to stay respectful to sort things out effectively.

If things start to escalate, stay calm and explain your stance. Assure the customer that you're eager to help, but for this, you both need to keep the conversation respectful to progress. 

If a customer starts to raise their voice or use harsh language, you could say, "I want to help sort this out, but let’s keep the conversation respectful so we can get to a solution." This shows them you’re here to help, but you’re also aiming for a respectful conversation to fix the problem.

7. Call in Backup When Needed

Sometimes, no matter how hard you try, a situation with a customer might go beyond what you can handle alone. That's when you should call in your manager. Managers have the experience and the authority to address complex issues that might feel out of their depth. 

If a customer becomes very demanding or the problem is too tricky for you to solve, your manager can step in to take the heat and offer solutions you might not be authorized to provide.

For instance, if a customer insists on a refund that's against store policy for you to authorize, introducing your manager can help clarify the situation and explore possible compromises.

8. Check on Your Other Guests

After smoothing over a tough situation with a customer, it's also key to touch base with your other guests. They might have noticed the disruption, and a quick word can reassure them that everything's back on track. This simple act shows that you value their experience as much as resolving the issue.

A smile and a quick apology can do wonders. If there is a big disruption, think about doing something nice for them, like offering a free dessert or coffee. It's a little way to show a lot of appreciation.

For example, if a loud argument at a nearby table was resolved, you might approach another table and say, "Thanks for your patience during that rough patch. Please enjoy a coffee with us today." 

9. Take a Breather Afterward

Handling a rude customer might make you feel drained, so take time to make yourself feel better afterward. It's important for you to clear your head so that you don't carry baggage after a tough interaction, and your customers get the best of you!

Maybe step out for a walk, take some deep breaths, or crack a joke with a colleague. Doing so can wash away the stress and keep it from taking over your day. Now, you're ready to greet the next customer with a smile, just like it's a brand-new start.

10. Learn and Move On

Every challenging interaction with a customer is an opportunity to learn. After things have settled, take a moment to think about the experience. What went well? Think about what could have gone better. 

Could a different approach have calmed things down faster? Did you miss any hints that the customer was starting to get frustrated? Thinking about these moments can help you improve at managing tough situations. Picking up on those little clues will make things better next time.

11. Enable Team to Handle Rude Customers

As a restaurant owner, it's essential to equip your team with the tools they need to handle challenging customer interactions. Here are some strategies to consider:

1. Role-playing: Conduct regular training sessions where staff can practice dealing with difficult scenarios.
2. Empathy training: Encourage your team to understand customers' perspectives and respond with empathy.
3. Communication skills: Teach your staff effective communication techniques, such as active listening and de-escalation tactics.
4. Empowerment: Give your team the authority to make decisions and resolve issues within certain parameters.
5. Support system: Ensure your team has access to resources and support, such as employee assistance programs, to help them cope with stress.

By investing in your team's development, you can create a culture where they feel confident and capable of handling even the most challenging customer interactions.

Final Thoughts

Managing rude customers is something you have to deal with when working in a restaurant. Even if your restaurant is known for the best quality food in town or is praised for its quality service, you’re still likely to encounter difficult guests. To navigate such situations, you need to prepare your team beforehand.

Make sure to have clear limits and try to offer quick solution to the customers to prevent things from getting out of hand. Staying cool when things heat up isn't always simple, but if you keep your empathy front and center and remember not to take things to heart, you'll be better at dealing with tough situations.

Sometimes, the root of customer dissatisfaction lies in operational delays or errors. You can adopt a POS solution that streamlines your operations and enhances customer experience to mitigate the common triggers of customer frustration. Upgrade your POS system for just $1 and enjoy three months of enhanced, efficient service.