“Hug Your Haters” author Jay Baer offers tips for handling complaints from restaurant patrons
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Restaurants can no longer wait days or weeks to answer customer complaints, but must react within hours, author Jay Baer says.
About 74 percent of people who complain about a restaurant or food product expect a response, and 38.5 percent of those want a response within 24 hours, said Baer, author of several books on customer service, and most recently “Hug Your Haters: How to Embrace Complaints and Keep Your Customers,” published in March.
“People who complain in social media expect that response within an hour,” Baer told Nation’s Restaurant News. “That’s a challenge, particularly for restaurants, because people are busy. Somebody not in service has to staff the customer service hotline. They can’t do that while they are serving dri...
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