Navigating Unwanted Customers in the Restaurant Industry: Strategies and Signage Best Practices

Every restaurant, regardless of its size or location, must be prepared for situations where it may need to handle unwanted customers. These situations can be delicate, potentially leading to anger or frustration among patrons. In this article, we explore the best practices for managing such situations while maintaining professionalism and ensuring the safety of all involved.

Strategies for Handling Unwanted Customers

The first and most crucial step in handling unwanted customers is understanding that it's not always possible to do so without causing anger or upset. Some customers perceive their inability to be served as a personal slight, even if the reason is simply a lack of availability or the need to enforce certain policies.

One effective strategy is to direct those who are being shown the door to a sign that clearly states the restaurant's right to refuse service. Such a sign can be inserted into various strategic locations within the restaurant. For instance, posting signs near the entrance, on the restroom doors, or near payment stations can serve as a preemptive measure, setting clear expectations for guests.

Signage Best Practices

Signage plays a crucial role in managing customer expectations and maintaining a professional image. Restaurants should prominently display the following signs:

Inspection and Compliance Signs

Maximum capacity sign: Limits the number of customers allowed in the establishment to ensure proper social distancing and maximize hygiene standards. Open or closed sign: Clearly indicates the restaurant's operating status, avoiding any confusion among potential customers. Credit card acceptance sign: Users can immediately know if they should have their cards ready for payment, reducing friction. Cash-only sign: Clarifies whether the establishment accepts only cash transactions, enhancing transparency and customer satisfaction.

In addition to these signs, establishments should consider having a sign that explicitly states, "We reserve the right to refuse service to anyone." This sign should be visible to all potential customers and can be particularly useful in situations where it becomes necessary to turn away patrons for various reasons, such as severe intoxication or unruly behavior.

Managing Situations

Example

During an episode I experienced, following a major hurricane that devastated the area, a local restaurant, Vic and Donna's, remained open, but not in the usual capacity. The storm had knocked out power and contaminated the water supply, prompting many to seek out places with power and fresh water. Vic and Donna recognized the situation and decided to open their restaurant, but only to serve the immediate needs of those who happened to be there. To minimize potential conflict, Vic and Donna posted signs to ensure that only those who were actually served would be aware that the restaurant was open.

Vic turned away a few of the passing customers, which led to some frustration and anger. However, by directing these customers to the signs, Vic managed to communicate his position clearly and professionally. For a couple of elderly patrons who were particularly upset about the decision to turn them away, Vic eventually decided to allow them in, as he had already made exceptions for others. Eventually, the kitchen was opened for simple meals that didn't require extensive preparation, and cash transactions were accepted, as almost all phone lines were down.

Lessons from Vic's Experience

Clear Communication: Posting clear signs helps customers understand the situation, setting realistic expectations. Professionalism: Even in less-than-ideal circumstances, maintaining a polite and courteous demeanor can help de-escalate situations. Flexibility and Compassion: Understanding the context and being willing to make exceptions can go a long way in managing customer relations.

Conclusion

Effective management of unwanted customers requires a combination of clear signage, understanding of customer psychology, and a professional approach to handling unforeseen situations. By implementing the strategies outlined in this article, restaurants can minimize conflict and maintain a positive reputation, even in challenging circumstances.