We discuss how Dream Dinners franchisees can provide superior customer service to all guests no matter if the situation is good, bad or even ugly.

1. How Dream Dinners Franchisees Can Deliver
Exceptional Guest Service

2. How Dream Dinners Franchisees Can
Deliver Exceptional Guest Service
All Dream Dinners franchisees and their employees aim to provide
exceptional guest service at all times, but no franchise is perfect. As a
business owner you will likely encounter unhappy or unsatisfied guest during
your tenure. How Dream Dinners franchisees respond to these unhappy
guests can make the difference between satisfying a once mad guest with an
appropriate remedy or losing a guest due to subpar guest service.
When it comes to dealing with difficult guests, the end goal should always
remain the same— remedy the situation in a timely manner and have the
guest leaving your franchise location on a positive note with a clear
resolution. However, getting to this resolution is oftentimes easier said than
done. Today, Dream Dinners will discuss appropriate tips and necessary steps
to providing superior guest service in any situation, good, bad or ugly.

3. 1. Stay calm
2. Listen
3. Empathize and apologize
4. Ask how you can help
5. Come to a mutual solution
5 Steps to an Excellent Service Experience

4. Often, when an unsatisfied guest approaches you regarding a problem with your
business, the guest will display both visual and vocal signs of anger or distress. It’s
in our human nature to subconsciously mirror who we are speaking with, in this
case, returning a guest’s anger and aggression with anger and aggression. This is a
scenario Dream Dinners Franchisees should always try to avoid. If a franchisee
responds with anger or by yelling, this will only negatively escalate the situation—
making it less likely the parties will come to a mutually satisfying resolution. To
overcome this subconscious tendency, Dream Dinners franchisees can mentally
check themselves and their responses periodically throughout a discussion.
Staying calm always for one to remain mindful and maintain the ability to
rebalance their attitude if needed.
1. Stay Calm

5. Along with remaining calm, cool and collected, it is of the upmost importance to
listen to your guests. Begin your conversation by asking, what happened to cause
the dissatisfaction and carefully listen to the guest’s response. Before providing a
response to your guest address any questions you many have by asking clarifying
questions— with a full understanding of the issue you can better understand and
will be more prepared to discuss a resolution. If this is a recurring issue for your
franchise tries to gather any other information that can assist your business and
your employees in providing excellent customer service.
2. Listen

6. Demonstrating to your guests that you understand their feelings, their
frustrations or concerns, can help show the guest that you care about them.
Regardless of the complaint, the employee dealing directly with the guest
should always provide a sincere apology. In many situations a simple “I’m
sorry” or “my apologies” can go a long way to rectifying the situation with an
unhappy guest.
3. Empathize and Apologize

7. Asking the guest how you may fix their dissatisfaction expresses to the guest
that you’re looking to satisfy their needs. Instead of immediately offering up a
solution, take a moment to ask them how the situation can or should be
remediated in their mind. This immediately shows the guest you’re willing to
take their opinion into consideration when coming up with a solution.
4. Ask How You Can Help

8. You may or may not be able to meet your guest’s demands, depending on the
suggested solution. If the guest’s proposed solution is feasible and won’t
cause harm to your Dream Dinners franchise, proceed accordingly. However, if
you’re unable to meet their request for any reason, tell them why and try and
meet the guest halfway—collaboration is vital to a successful outcome.
Demonstrate your willingness to work with the guest to fix their problem, this
helps to keep them coming back.
Dream Dinners franchisees should always strive to give their guests top-of-
the-line service, but when a mistake is made a franchisees should remember
to pay close attention to the proceeding five steps when trying to resolve a
guest’s issue or complaint. By doing so you can make sure that all guests
leaving your Dream Dinners franchise location with a smile on his/her face and
will hopefully return in the future.
5. Come to a Mutual Solution

9. Are you interested in becoming a Dream Dinners franchisee? If you’d like to
learn more about how you can bring a new Dream Dinners franchise location
to your community or purchase a Dream Dinners franchise for sale or, visit
the Dream Dinners franchise information page
today http://dreamdinnersfranchise.com/.
Become a Dream Dinners Franchisee!