Nutrition & Foodservice Edge Magazine - March/April 2022 - 44

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make sure you can fulfill your promise.
Ask yourself a few questions to come to
the best solution. How can we improve
the process? Who will be responsible?
How can it be monitored? Respond
specifically to the issues brought up by
the customer.
* Provide a specific apology and
acknowledge any mistakes that were
made.
* State exactly what you intend to do to
make it right.
* Propose how you will improve the
problem in the future.
If the person says they don't really
want your opinion, then thank them
and follow up later. Both sides need
to listen, and cool heads must prevail.
If you are offering a solution to their
complaint, then the customer needs to
be in the mood to hear you. Resolve to
find a solution. In the words of Stephen
Covey in his book The 7 Habits of Highly
Effective People, " Begin With the End in
Mind. "
Ending complaints starts with doing what
you agreed to do. There may be multiple
steps to resolving a complaint, which
could include the following:
* Conducting staff training
* Updating job descriptions or cleaning
lists
* Adjusting production sheets or par
levels
OPPORTUNI TIES TO COMMUNI CATE
✔ Do monthly meetings with residents and invite family
members to attend. This can be through a formal Food
Committee or an informal coffee and chat with the
foodservice director. Don't skip these meetings. Have
them regularly and perhaps offer a tasting or food
sample to promote a positive, welcoming atmosphere.
✔ Provide an old fashioned Suggestion Box in a customer
area and one near the staff time clock. Check it
routinely for ideas.
✔ Conduct a quarterly satisfaction survey.
✔ Have a feedback card available in each dining area.
✔ Attend family meetings and care plan meetings, and
ask if there are any concerns or needs.
✔ Train staff members to recognize when there is a
concern and tell their supervisor.
* Adding items to inventory lists
* Replacing worn or defective equipment
* Changing a policy or procedure
Follow up is important. Go back and
meet with the customer who complained
and advise them of the actions you took
to rectify the problem. Ask if they agree
with the resolution, and consider different
options if necessary.
No foodservice department is immune
from complaints. After the initial sting,
shift your thinking and remember that
complaints and their corresponding
solutions make your operations stronger.
Be sure you also reach out to customers
that would never lodge a formal
complaint.
Develop a policy for retaining customer
complaints. Some organizations file
complaints for three years before
discarding them. It's a good idea to
annually review the grievances received
and identify any trends.
Be proactive and find a solution to every
complaint. If you respond to each one,
find a probable solution, and follow up to
make sure it's resolved, then complaints
will begin to decline.
It starts with how you handle the very
next complaint you get. E
RESOURCES
* No One Likes a Complainer. Here's Why. Psychology Today.
Lisa Juliano, PsyD. Posted August 2, 2015. 201304_fear_of_
raising_complaints_icm_care_research_report_final.pdf (cqc.
org.uk)
44 NUTRITION & FOODSERVICE EDGE | March-April 2022
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