You are the Manager of a local pub and have just read the following comment below on the businesses Facebook page.

Absolutely terrible service waited an hour for two meals. Asked the staff, didn't even bother to come back and talk. Asked a second time and they responded they are just coming out now. Third ask resulted in staff coming out saying they had lost the order and it would be another 15 minutes. Absolutely terrible, could have offered an apology or a free drink, but nothing - not even a smile. Give this place a miss!

How do you respond and what action/s do you take?

 

Response

As a manger, the best response is to start by taking the responsibility of the situation and apologize to the customer on behalf of the pub and employees. The response should read as

'I would wish to take this opportunity to to truly apologize for the occurrences which led to the nasty experience which you experienced at our pub. I would wish to assure you that we are committed to serve our customers and give them the best experiences ever. Moving forward, we will ensure that we seal all the loopholes so as to serve our esteem customers effectively'.

Action to be taken

I will then proceed to question the line managers on duty that day and the subsequent waiters. This will be an investigation to get to know the truth in the allegations and in case it turns out to be true, disciplinary actions will follow to those who neglected or did not perform their duties well. I will then organize training for the staff on customer service and create awareness on the importance of apologizing to the clients whenever a mistake is done.