HOW TO MANAGE Rude Diners

With over 20 years’ experience in the industry working within operations and building brands for the likes of Mitchells & Butler, Carluccios, Fishworks, Giraffe and Marstons, Caroline Hoyt has faced her fair share of difficult customers. Her talent for spotting a potential situation before it becomes a problem has helped her staff at all levels become more confident with handling complaints and rudeness. We caught up with Caroline for some advice and to share what she has learnt over the course of her career.

HAVE YOU SEEN AN INCREASE IN THE NUMBER

OF DINERS TREATING YOUR STAFF BADLY?

We haven’t seen an increase recently, I think there has always been an element of occasional challenges where hospitality is concerned. The customer’s choice is increasing and with that comes an increase in expectation, so when this isn’t met or dealt with correctly, then it can occasionally result in challenges towards the team.

WHAT IS THE POTENTIAL IMPACT OF THIS BEHAVIOUR ON TEAM MEMBERS?

A lot of teams find handling complaints or conflict situations difficult to manage, so it’s important we increase the training we provide to give them the confidence in this key area. Without help or support, it can negatively impact their mental health and let’s face it – a rude customer can turn a good day into a bad one very quickly.

WHAT ADVICE CAN YOU GIVE FOR INDIVIDUALS FACING A RUDE CUSTOMER?

Every situation is different, so I don’t believe necessarily in a step-by-step process that works for handling all situations - that said, it is good that teams have a framework to follow which will help them. Overall, it’s important to stay calm and don’t react. Responding in kind is only going to make matters worse. Often, customers just want to vent their frustration, so listening is really key here to enable you to solve the problem – and that is your ultimate goalto solve the problem. Sometimes all it takes is an apology, sometimes it takes a lot more diplomacy and patience, but your team needs to know when to escalate the problem up the chain before rudeness turns into aggression.

HOW CAN MANAGERS SUPPORT THEIR STAFF BETTER IN THESE SITUATIONS?

It is critical that managers are present to support their team. Whilst training and encouragement to handle these situations better is important, it is always imperative that the team feel they have their managers working alongside them and can go to them should they need assistance. It’s really important to trust the team to make the decisions they believe are best, as long as that is leaning towards providing a positive resolution and does not escalate the issue. If, for example, a team member gives a customer a free dessert in a situation where you wouldn’t have – take a balanced view and support them in that moment because ultimately the issue got resolved. You can always address it with positive feedback later when everything is calmer.

Whether you employ professional training services or find a home-grown solution, it is important that training provides your team with the knowledge, skills and confidence to manage situations where they feel comfortable to do so.

Bisto launches new Southern Style Gravy Granules

With consumers seeking internationally inspired sauces and condiments, Bisto is launching new Southern Style Gravy Granules.

Sarah Robb, foodservice marketing manager, Premier Foods Foodservice said, “Consistently reliable and quick to prepare, the product enables operators to elevate dishes and capitalise on the growing demand for American-style dishes. The flavour-packed gravy is the perfect partner for fried chicken dishes, meat sharing platters, plant-based alternatives, savoury biscuits, and fries”.

The versatile new gravy is low in fat and sugar, meets 2024 government salt requirements and is suitable for vegans. Bisto Southern Style Gravy Granules are available in 1.8kg drums, which are 100% recyclable. Each produces approximately 13 litres, or 275 portions, of rich, flavourful southern-style gravy.

YOUNG’S FOODSERVICE LAUNCHES NEW GASTRO SCAMPI

The UK’s largest seafood brand has launched its new Gastro Scampi for Foodservice.

Sourced from the coastal waters of Britain and Ireland, Gastro Scampi is wild caught from hand peeled Langoustine tails and coated in light golden breadcrumbs.

“This delicious scampi is best served deep fried, straight from frozen.” says Joel Carr, Development Chef at Young’s Foodservice. “It’s just perfect to give a modern twist to the classic prawn cocktail and tastes great with our recipe for prosecco mayonnaise.”

Young’s Foodservice Gastro Scampi is available frozen in 10 x 454g bags which can be kept in the freezer until needed and then individual portions can be cooked on demand. Versatile and quick to cook, it can be used within an entrée, main course or even as a bar snack. Perfect for caterers looking to refresh their fish range and offer something new to customers.

– what has been your favourite experience thus far?

They are very different operations, but both are amazing in different ways. Obviously the Michelin restaurants give me the most satisfaction with the creativity and consistency of producing incredible food day in and day out. However the large scale operations are always full on, 24/7 large volumes of covers and no two days the same.

After partnering with photographer Julian George for “Made You Look” to draw attention to the underrepresentation of BAME people within hospitality, do you have any further collaborations in the pipeline?

Made You Look was a great project to be part of and to be able to shine a light on so many unsung heroes within the industry was a real highlight. In the same year of this event I actually became an advisory board member of Be Inclusive Hospitality, which is a not-forprofit organisation with a mission to accelerate racial equality in the hospitality sector. It is an incredible organisation lead by founder Lorraine Copes where our vision is simply to create a hospitality sector that is equitable and inclusive for Black, Asian and Ethnic minorities at all levels.