Angry guest? End the situation ASAP

Back when Alicia Rogers, Bar Manager at Jeremiah’s Tavern, was a bartender and someone got angry, she felt the urge to become defensive. It’s only natural—you want to demonstrate that you were right (because you probably were) and maybe even get angry back at them.

We’ve all been there.

But when Alicia moved into management her thinking changed. When an angry customer arrives, the goal is to end the situation as soon as possible. It isn’t to be right or to be heard. Just get the issue ended and everyone is safer and better off. That's stuff a manager needs to be keeping front and center.

Check out the interview clip for more from Alicia on angry customers and how a recent customer actually apologized for their behavior.

Want to hear more from Alicia? Check out this playlist on our Youtube channel.

❓ Why should I do it?

Imagine this world: your customers order their beers as soon as the server/bartender arrives. No samples, no back-and-forth. Customers just order.

That’s the world you can have if your Print Menus include full beer info. It equips customers with all the info they need to make a decision, leading to much faster order times.

Time savings is always helpful in general, but speeding up order times helps in some key ways:

• Incrementally increase sales (more customers have more time for a 2nd round)
• Turn over tables more quickly
• Make life easier for staff

❓ How can I do it?

You could do this manually. Google the beers you serve, copy what you need, and drop it into your menu document.

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