HOW TO DEAL WITH RUDE GUESTS IN THE RESTAURANT! WAITER TRAINING VIDEO!
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- Опубліковано 17 сер 2018
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How to deal with rude guests in the restaurant is a waiter training video that explain how should we act when met with rudeness and aggression! Kill them with kindness is not a empty slogan! Showing kindness and being polite to a rude person shows your superiority over them and everyone around sees that and appreciate it, including the rude person!
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This is really helpful... I appreciate it.👍
Sir at how many months we can become professional Waiter please do comment
@@young4961 Hi Young, it won't be months! I will say that two years will be enough for you to learn the skills, gain the knowledge, build your confidence and land a top job, so you can say: Hey I am on top of my game and life is beautiful!
But this is only if you are willing to put the time and the effort to learn and hustle!
rude guests and rude coworkers are the worst thing in our job
Thats completely true
So it is, but there is a cure for everything! Plus, 99% of our guests are actually nice people!
Yes
yes.. especially greedy coworkers the worsssstttt
Rude co works try to bring the smile, down in the place. If, you keep your smile in the dark place you will make more money that you the only smile to be notice.
A fifth kind of rude person:
The kind that is playing games with you to get discounts or free food. Making up issues or complaining about things on purpose. Those people are so miserable to deal with!!!
Yep! Andersen, those people are miserable and they try to make your life miserable! Disregard them!
Yep and accuse you of the worst things she asked me how much I deserved to be tipped extremely rudely . I wasn’t going for it I walked the hell away nobody should deal with this
And tacky like flypaper.
@@noeldee9236 I would of told them that most people tip 15 to 20% on the average! & ignore thier rudeness, & then walk away....I waited tables for over 30 years. Right before I retired, I did demos for 8 years. It had it's chalanges at times, but nothing was as bad as having to deal with the kind of people you are describing. I even had a customer throw a coffee cup at me. He was sitting at the counter, when he threw it at me, At that point I completly lost it & told him that I didn't have to put up with that kind of behavior from anyone! & when I had to walk past him again, he then apoligized to me.and whenever he came into the restaurant every day afterwards, he always treated me with respect & was nice to me. The mgr, was at the other end of the counter & did absolutely nothing....
Smile at them regardless. They're just words in the end. Lol make fun of it. Don't be so soft. I've had people tell me that my service was the worst they've received in their entire life. And thanked them profusely for their critical words. One guy started laughing because he couldn't break me after him and his wife had at me, she started by asking me to stop smiling (I grinned harder) and then he said he'll probably spit in my dessert, and I said only if you ask. Lol try to flip negatives into positives.
Wonderful! Little harsh but that is how you get over this shit!
Dealing with rude guest, colleagues, management, is very pressure, all you need to do is keep calm stay professional just do your duties and responsibilities as much as you can and motivate your self,.
Jerome, you are right about staying professional and keep doing your duties but you also have to stand up for yourself and not allow rude people to use you and abuse you! Especially coworkers and management!
Been a waitress for 8 months , this video helped me bc these stressful situations really fluster me !!! I hope to become now more effective in dealing with these guests instead of just being overly apologetic. I work in a smaller restaurant so if one person causes a scene, it clearly grabs most of everyone’s attention in the place and I think that makes me more embarrassed about solving the problem. I have no problem remaining polite and calm (both qualities are drilled into my personality) but when it seems like nothing will please them - I have to rely on my coworkers to help me navigate because we have no management. What sucks too is that I have regulars that fall into each of these categories , so I WISH I never have to see them again! Nonetheless I appreciate your advice and am working to do better because of it :) keep it up!!!
Therese, I understand perfectly what do you mean because my wife is the same way! She is very polite naturally and takes everything very personal! There is nothing wrong with asking a coworker to help you in a situation like that! What I do is : when I see a waiter getting really frustrated with a table or a guests I take over and tell them to go to the back and just take a deep breath for a minute! It helps a lot if escape from this situation even for a moment just to compose yourself and just take a breathing! In this quick moment you tell yourself that this is just a job and this is just another jerk that will be out of your life in few minutes! Then you put a smile on your face and go kill them with your best quality, which is kindness!
Best of luck!
Sir, I want to thank you for all the very useful and detailed educational videos of yours. Since I'm about to have a career as a waiter in a cruise ship, your videos has been absolutely useful as my learning materials. Thank you, Sir.
Irwan Smirnoff, you are very welcome! I hope you have a great career and that I have help a little bit for that :) Good luck and keep in touch
Talking with the difficult guest as you do with a pleasant guest, love it !!
Hey Den, want to thank you for your channel and what are you doing. It's very helpful on the first steps in hospitality and service. Appreciate it and definitely will recommend it. Thank you very much again and keep going on!
That is my every day life. Great suggestions!! I really appreciate you job!!!
I love this channel ❤you are right remaining calm is the best thing it’s gotten me through everything
Thanks!
Thank you for this video! Very helpful. You have a really deep understanding of the waitress job.
You are very welcome, Anastasia! Best of luck!
Wow!!! You nailed it. Very helpful. Keep the good work 👍
Thanks Jimmy
Thanks for your advise, I'm a nursing student trying to get by ,this really helps. I like the hostage negotiator thing, also worked in law enforcement , it's all about self control and the outcome.
Thanks John! Good luck!
Wow.. Thanks for the acute and accurate description on how to handle rude customers in restaurants..actually this is what a restaurant management should train their staff..what a excellent video you have made..and yes..to work in hotel industry is not a easy job..
I appreciate the kind words Xavier! Thanks a lot.
I am working is a Japanese restaurant in Norway and most customers are very nice but sometimes there’s some rude ones and I always make sure to apologise and help and offer them an alternative. Thank you for this amazing video.
You are welcome, Mariam! Glad to be of help! Good luck with the job!
Thank you!
Hello ! I am managing a big restaurant and we are getting a lot of rude and frustrated customers in this covid times. I see that, my employees have problem with dealing with those customers so I am preparing the training for them on how to deal with those situations. Your video helped me a lot, thank you so much !
Best of luck to you and your waiters! I hope it helps!
You are a legend, what you teach is more valuable than it seams.
😊 Thanks Fernando
Just thank you man.. new waiter in europe.. shit gets really heavy sometimes so any knowledge is super helpful.
You have right Simonas, sometimes this job can ware you down pretty bad! There are good day too though! Hang in there!
@@TheWaitersAcademy yea mate.. its not like US.. 2 hours of training and you have 10 of your tables in 120t restaurant.. so you do much shit too and guest has their rights to be mad too.. but its going better and better. At least i dont do this crucial mistakes that i have to pay something or brake dishes so kitchen has to work extra.. yet.. :)
So it is Simonas, but it is also true that it gets better with experience and learning so hang in there and you will be fine. Good luck
Y mate i realize it and i really feel it. And my co workers from "we are nice your new" changed to "welcome to the party bitch" they give more shit but respect me more too.. i love this job so far abd just want to prove myself !
Thanks for the video Ned,I'm in this job more than 8 years and I like to tell you that no one tells us,so much importants things like that keep help us with your amazing videos,in the fututr it will be great if you show us how to fillet a fish in front of the guest,thank you again!!!!!!
I really appreciate you sharing that with me Spyros! Thanks a lot! It is great to know that even experienced waiters are watching the videos and finding them useful! I have already few videos on filleting Sole and Durade! If you go to the channel just type how to fillet a fish and it should come up! Take care, my man!
Thanks sir have really learn alot
Thanks so much
So insightful thank you !!!
Thank you Sitarih!
Thank you for this page
You are welcome, Lyndsey!
What useful video! Thank you!
Thanks Jean! Best of luck!
Your videos are so helpful sir, thank you so much for sharing your knowledge 🤍🙏
you are welcome, Sakura! Best of luck!
Thanks heaps 💐🙏💕
Very good ! Thanks to the video
Glad you liked it!
“Everyone in the restaurant are the Hostages” - LMAO! So true! You crack me up, man. I deal with these guests all the time. Good video.
Where is your advanced wine video? Have you made it yet?
Thanks Colin! Yes I made two videos about decanting wine and serving wine as a sommelier!
You can check it on the channel!
I’m a to-go server in the United States. On Friday last week I had a customer who was extremely rude to me because I messed up her order. I was taking an another order for another customer on the phone when of my co-workers paged me on my radio and told me that she was not happy with her order. I put the customer on the phone on hold and went up to the cash stand to find out what was wrong. I asked her what was wrong and she said in a nasty tone, “You tell me”. She told me her catfish was cooked incorrectly
(according to her definition of extra extra crispy) and the food was all in one bowl because the juice from the vegetable would come in contact with the fish. Then my boss came out and told me not to worry about the problem and that she would take care of it. I went back to the kitchen and did not let it bother me at all. Then I finished the other to go order and usually I take criticism very negatively because I have autism, but luckily it did not bother me at all because my boss defended me.
Finally I made the video! I hope it helps! Let me know what do you want the next video to be about!
thank you very much
You are welcome, Amine 100!
The Waiter's Academy I love this vedioes. Pl come to itc Windsor Bangalore to take classes once my name is Bala Murali .I needed moe video s thank you sir ..
You work at very nice hotel Bala Murali! Thank you for the kind words and the invitation. Maybe I will come one day there. More videos are coming.
@Henry Hackett you are welcome! Thanks for being here!
Excellent
Thanks so much for this.Other times we meet such guests, then our managers do not stand by us.Its so sad for a manager to just pick up a comment from a guest eithout checking the cctv footage or inquiring from the waiters on the ground.A guest leaves angry without listening to you,goes and reports and a manager from another department takes it from the guest😢.it kills morale of waiters
Thank you very much for these videos sir you have really helped me on how to handle customers in a professional manner, continue teaching the world we are learning
Glad to be of help! Best of luck!
Am learning alot from you
Thanks Fatuma! Good luck!
Thank you sir
You are welcome Florence
good video. helped. thanks.
I appreciate that Jan! Thanks a lot!
great video, thx
thanks a lot
Hahahahha I love how you play the bad guy ! Thanks this video is really useful
Thanks Madeleine, sometimes I am a Bad Guy too :)
Love this video.
Thank you, Josephine
Thanks for the video i have some of rude guest's and i have a problem when I work with them or taking there order
You are welcome, Aws Hamid! It is all mental gymnastics! There is no way I can say that dealing with rude guests is easy but we have to change our perception! We should never think that because someone act rudely he has the power! They are weak! They act like that to hide their weakness or to hide a mental complex. The power to smile in the face of a rude person is amazing but you learn that with experience! The most important thing is to remind yourself that this guy will be gone from your life in few minutes or hours and he cannot define your perception of the job or life in general! Have no fear from those people!
Thanks for the video Ned. Can you please do a video how to be a head water, from your point of view and your experience?
Take care men, wish you all the best.
Good idea, Ivan! I will keep in mind! Right now I have so much work that doing a video is taking forever! Take care!
thank you i learn a lot
You are welcome Romelle! Thank you for being here and good luck!
Really nice information 👍👍👍
Thank you Mohan!
Thank you 💕 for ur amazing videos... I'm ur new subscriber
Thanks, Saqlain! I appreciate that! Best of luck!
An excellent video, and very detailed, in my own work experience as a cashier for many years, i learnt the secrets of handling rude agressive customers, very similar to yours.
I like that you drew the line between rude and abusive customers. The latter should not be served. That is where the management steps in.. All the rest of the rude customer types can be turned into your friend and supporter.. Lol..😁 Seriously, it is possible, you teach these psychological techniques very well.. Fully agree..
Thank you for your awesome videos, they apply to many other jobs..
Thans Joan, I appreciate the good words!
@@TheWaitersAcademy It is me who has to thank you, I am looking for a new employment maybe even in a restaurant environment and your videos are really a huge help..
Respect to you, maestro, and wishing you the best..!😁✌
Yes if management actually took your side to absolve people .
Very informative
Thanks Kevin
Thank you so much sir very nicely you explain me sir
You are most welcome
Great video
Thanks a lot
I wish I had your talent sir(it's a matter of killing them with kindness) I guess I have to hone my skill in being kind to rude guest . May God bless you in all your endeavors.
Thanks, Italis, I appreciate that! I wasn't born this way, you know 😆😆😆! I had to learn the har way everything, so you can do it too! Good luck!
excelent tips and role,
Thank you!
DIOS LO BENDIGA estos videos me ayudan mucho con mi ingles y con mi trabajo estoy muy feliz con esto
Gracias amigo
hi chef thank you for this amazing video ... so much expensive advices that no body can tell me i heared from you, sometimes the manager never tell you what you told us now because it takes long time , you are really amazing and im following your channel now...
please can you make a video about how to give dinner or lunch and how to give whine and should we always begin with the ladies ?
I have made video on all those topics, Majed. You just have to search the channel. Thanks for the kind words and best of luck with the job.
Maintain a healthy mentality. Be Kind and professional and never cave in. Very good tips thanks
Well said, Cart! Thanks!
I liked this video because you explaind very clear therefor i can understood everythig you say about you expirience as server whit this type of guest and how apoligize tryng to calm. The situation and looking The best solution to satisface The. Guest of The best way. Thanks congratulations. . keep ti up. .......
Thanks Vincio! I really appreciate you saying that!
It's very good vedio I really like it and I will also apply this
this all tip will make me the best
100% :)
I'm a late viewer, but thanks for this video... Been working as a waiter for 7 months now, and I found out most elderly people are so very rude,.. I can't stand them,.. And some look like their time is almost come, but still act like a biatch,.. This job is hard and challenging to me, I learned a lot, thanksss
Jerry, you are right in many ways! I just want you wo know that the more experience you get and the more knowledge you get, the easier this job is and the better your life is! Good luck!
Wow thank u sir ur information is very useful
I'm from India puri(Jagannath dham)and I m going to join hotel management college this year.
Thanks Sir you gave me idea.....😄😄😄
Hopefully a good one :)
Deescalation is a tactic I am aiming to improve. There is a lot of psychology with any interaction with people. Especially with the line of work we have chosen, we have to adjust to make the best of the situation. Trying not to take things personally helps. Still very hard for me. Thanks for the info!
It is not easy! It itakes time and experience! Best of luck!
j'aime beaucoup cet endroit ton académie c'est bien
thank you for this video good sir you are very lovely have a good day haha
Thanks for the kind words, Nancy! You are lovely too :)
Oh man, i wish i could watch your video sooner then i could have handled a crazy guest i ever met
Thaks dir from philippines
You are welcome, Devle!
loved your vedio
Thanks, Andrew!
whats a great video i'm much impress
Thanks Ayafor! I am trying to do my best :)
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Some of the rudest most ill-behaved guests have tipped me very well because I maintained my composure and didn't allow their behavior interfere with my job.
That is true! Good job!
Thanks so much for sharing these kind of experience I will like you to tell us something??? In a busy time how do you take off pressure from your self ...? Thanks and hope to hear back from you
Oladipupo, I too sometimes catch myself running too fast and getting too heat up even now days! It is normal human reaction when we are overwhelmed. The trick is to catch yourself and slow down! Start breathing again and take few seconds to arrange your tasks! Then start completing one task at a time and remind yourself that in 15 minutes this situation will be handled and everything is going to be back to normal business! It always does!
Wow that nice idea !!,? But am gonna ask you again ? In a busy time you fucked up on a table . I mean you don’t know how to open a wine how will you go about it if the mistake happens
@@oladipupoadeola6221 every time you make mistake, you apologize sincerely to the guest first and foremost! Than you tell them that you will take action immediately to fix the mistake and do so! Then you return to the guests, apologize again and tell them that the chef or the manager or someone else ( whatever mistake was made and whoever is responsible to fix it or have the authority to fix it) is working to correct the problem as soon as possible! Give the guest approximate time table! Offer them something small as apology for the inconvenience. Those are the basics steps!
Depending on the mistake it could go in many different directions but this is the basics!
Thanks I really appreciate
good
Thanks Askar!
It was good to no how can manage it
Thanks Deepak!
What if you’re someone who has an anxiety disorder and psyche yourself out when someone’s being unreasonable?
Like my mind goes blank when someone makes me angry while I’m stressed.
Rachel, it is hard for me to give you an answer because I have never deal with this kind of problem and off course I am not a doctor to even know what does that exactly mean! I know for certain that not everyone could be a waiter/waitress! There are people who are completely miserable by working this job and I advice everyone of them to quit and start doing something that makes them happy or at least doesn't make them sad and angry!
I also say that if you know you have a problem you have already solved half of it! Get help and work hard to overcome it and get rid of it! I absolutely believe that a human being can achieve anything! You just need to know what do you want, to want it really hard and to find the right people and information to help you!
I am sorry that I cannot help more but this is honestly what I think!
Take care of yourself, Rachel and best of luck!
Ned
Thnks 4the video ...I want to know about how to talk through the phone with the customer in restaurants as a hostess
Hi Tuinemla, I do as of right now waiters videos. I could say some things about the hostess job but I am not an expert by far! I like to stick to what I know!
Hi friends, give me your support by creating a profile on the Waiters Network today. That will mean a lot to me and it will allow me to help you and many others in the future, providing jobs, training and advice for free! Thanks for your help.
I am always available if you have questions.
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Sir,Use Microphone. Then your voice we will hear up.
Your voice is too good.But as a student we couldn't hear your voice clean.
Please sir. I wanna learn frome you more.you Rock.
Asad, thanks for the advice. Sometimes I use mic, sometimes I don't... I'm doing my best :) Thanks for the kind words!
Hiii....happy to see ur video... I m working in lounge Bar as a sr..captain.. I just want to make some training topics for my team members.. I hope u will suggests me something thank u...
Pratik, I am not a Bar guy really but here is what comes to my mind :
Cigar service - very important if smoking is allowed and it is a high class place
Champagne service ( Wine as well)
Up selling - how to sell high end spirits
Cognac service - you probably know and do this but a lot of places don't serve cognac properly
Good luck man!
I had some knowledge for training in lounge 👍
please an explanatory and detailed video on room service would help too
It is a good idea, James! I am not so familiar with this kind of service but I have a partner at the Waiters Network who has been working at the top luxury resort room service for years! Maybe he will do the video for us!
that why I can't be a waiter , hahahaha , I can't suffer the rude customer ~
I would like to see a video on serving from a booth and how to do so when you cant freely move around the guests
Lathan, I am not sure I understand your request! Serving from a booth is something I am not familiar with!
25:21 I do that all the time with English and German 😂
Enjoyed this immensely! (However, I will not lie, and say "It is my fault," if it's not.) :)
Thanks Chelle! You don't have to say it is your fault if it wasn't but we also should say it was this guy's fault or the kitchen fault! We are a team and it is our fault! This is the spirit 😉
what would you do if they just wanted free meals?
Realy you are wunderful youtub thank u
You are welcome Eyerusalem! Good luck!
I can be a robot. I can memorize scripts and make variations of it and also filter out behaviors. I have good manners and I am immune to insults. And what I do best is keeping the atmosphere happy and friendly and also helping and serving people.
Wonderfully said!
I think you have good points here, and im sure they will work. But what is bothering me the most is that these people behave horrible and really don't deserve any apolgies. Why would we apologize or try to fix their mood? I understand that this is the job when you work in a restaurant or hotel etc. but it gives the guest a right to behave like this (while the behaviour is not ok) and he will behave like this again!
Hi Hannah, I understand your frustration but the point is ...well actually there two points I want to make
1. The world is full with idiots and we cannot change that but we can change our perception of them! Just because they are ignorant fools and behave like pricks doesn't mean we should fall to their level. Forgive the fools, they don't know better and by forgiving you show your strength!
2. You believe that by being nice to rude people they will just keep being rude and that very well might be the case. But I assure you that being rude to rude people will definitely make them even nastier and you will never win that fight, cause you are at work. On the other hand, you can trust me on that, being nice to rude people is the only way to persuade them to change their ways and start acting normally!
Off course the choice is yours! You can vent your frustration in front of the guests and make a bad situation terrible or you can show them how strong you are by been nice to them and then go back and punch and scream in frustration :) they put your smile and go back to kill them with kindness! It is all in our head! Look what Bruce Lee has once said:
facebook.com/consciousdimensionss/photos/a.1550321065088664/2108417185945713/?type=3&theater
All the best to you!
@@TheWaitersAcademy haha yes you are right about that! I work in a hotel and I am always very nice to people who are rude and this was when I still had energy and really wanted to make rude people smile. But now, when Im working in this business for a while now, I have given up the hope a bit. It cost me a lot of energy to be nice and not get anything in return. But thanks for your wise words! X
@@hannahjaarsma3730 all the best to you! You are welcome!
I work In retirement home, for the rich, and they are so entitled. One man hates me and makes me so nervous every time I have to serve him. I am constantly doing research how to be better because of him.
Respected sir, greeting !!! Could you guide me as a i am new in waiter filled what are the possible question and and regarding waiter job please ,
Hi thanks for the kind words. Here is a link to my post about getting a waiter interview successfully:
www.thewaitersacademy.com/2019/07/job-interview-questions/
When people break glassware intentionally, would be considered a loss?
Im a bartender, whenever a rude costumer is actin , i just charge em extra lol
Well, if you can, why not ,😁😁
How to deal with rude colleagues that pretend to be good in our superious
Great question Lucy! I wish I had an answer! I really dislike brown noses and those people don't get respect from me! unfortunately there are a lot of managers that love to get ass licked and they tolerate such a behavior! It is easy for me to say "Don't back off and put those sucker on their place but I am a person who doesn't fear confrontation and I am usually the person who rules the work place. For a young and more sensitive person this will be really hart thing to do! Still, if you show fear and just cave in the situation will only get worst! I would suggest you get support from other coworkers who are of the same opinion like you and when the next time this person act rude toward you or some of them, you tell him/her:
-Stay right there, don't move! - than go get a manager (the higher the better) and confront this person in front of the manager with the support from your coworkers!
Warning!!!!!! Be aware that a lot of people will side with you in private against another person but when they have to voice their opinion in front of the person or in front of the manager ....well, let me just say that they will cave in and will leave alone...
All the best to you, Lucy! take care!
If the food is being prepared and the customer left, is that considered a loss?
What about me am a hot tempered person when a rude person get on my nerves am not able to control myself
I was the same way! I had such a short temper that as a youngter I was always fighting and arguing. But you learn that this holds you back and makes your life miserable! Once you know this is your weakness you work to get rid of it!
I learned to control myself...most of the time and you can learn too! Short temper is a bad quality! Work to get rid of it! It is possible!
i work at seasonal hotels, the truth is that some guests want free services so they threatened the stuff to fulfil their request or they will write bad reviews on tripadvisor, how should i deal with such people?
There are guests like that, Takaros, but they are rare! You tell your manager when you see a guest like this and let him handle the situation!
The guests at my work (small Korean noodle shop) are the WORST because we don't "look like a real restaurant".
I do fight back.
I have been physically threatened over an auto-grat and had to throw a table out.
We still had a profile in the Washington Post and other large publications. I tell the worst that we don't hurt over losing their business.
Customers can be and lately ARE trash 🗑 the pandemic has turned bad restaurant guests into absolute demons. Sorry, but bowing to their bullshit won't make myself or my employees any tip money, and the owner just says she doesn't want them.
Other restaurants have to adopt the same ideology.
Please try make a video how to remember wine and champaign
Dilshan Rumesh, it takes a lot of reading and testing to get to know the wines and the champagnes. Every day at the restaurant you should take the wine list and go through a section there till you know every single item on the list!
Thank you i do now i put every were my bed room every wine list
HAhaa Dilshan, no need for everywhere! just make sure you read every day a little bit and learn! Every day!
@@TheWaitersAcademy certainly thank you
How to remember menu
i dont like apologizing, i just get on their side
😄😅😆
if it works it is all good!
So what should I have told the rude guest when she asked me how much I deserved to be tipped because she had to ask for a refill ?
Just say, I am terribly sorry for my failure, maam! Your forgiveness will be the best tip I could receive from your today!
I wonder what would she has done then!
@@TheWaitersAcademy I was angry because it was abusive I just looked at her and walked away
@Noel Dee i don't take their money when they want to act like that. Makes them more mad when I show them I don't need you F 🤬 money
Sir can you please make a video about wine, beer , vodka and tequilla make a separate video