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Just like any other business sector, the restaurant and food service industry always harbors unexpected 'risks' during operations that no manager or restaurant owner can predict.
Restaurants face common challenges such as theft, customer service complaints, and disruptive intoxicated patrons. In this article, PasGo discusses the scenario of 'customer lost items in restaurants' - is the restaurant liable and how to handle it appropriately?
Let's delve into it!
Customer Lost Items in Restaurants: Whose Fault Is It?
1. Assumed Scenario
For instance, consider the following hypothetical situation: “A customer enters your restaurant, orders food, and is enjoying their meal at the table. They place their expensive handbag on the chair next to them at the same table. The restaurant is quite crowded, and in the midst of the hustle, another male customer sitting at a nearby table swiftly grabs the handbag and immediately dashes out the door, jumps into a car with his accomplices, and disappears. Your restaurant is newly opened, so there is no security guard yet, and the staff, encountering this situation for the first time, are frightened and unsure of what to do.
2. Whose Fault Is It?
The incident unfolded swiftly and unexpectedly, but it requires your restaurant to address the issue immediately.
Some argue that the fault lies with the customer for not carefully safeguarding their belongings, leading to their loss. Many restaurants and eateries take proactive measures by hanging signs warning customers, such as: 'Guests are kindly reminded to take care of their own belongings'.
As a restaurant manager, what are your thoughts? Are these warnings considered 'sufficient,' and if incidents of guests losing belongings occur, would your restaurant be absolved of responsibility because 'we already reminded the guests'?
What do restaurant experts say?
However, from the perspective of seasoned veterans in the restaurant business, often referred to as 'veterans,' it's a different story. They believe that the incident has left extremely serious consequences, significantly tarnishing the restaurant's image in the eyes of customers. Many restaurant staff, even managers and owners, have previously stated: '
That's a narrow mindset!
In reality, the revenue of your restaurants all comes from customers. This revenue is used to cover direct expenses such as rent, staff, infrastructure, ingredients, etc. Therefore, customers are not just simply coming to buy food and drinks.
In other words, the money they spend is to pay for the experiences that your restaurant service brings. Besides food and drinks, it includes: seating, ambiance, music, decor, 'service' fees,... Among these, besides delicious food and comfortable, private space, 'safety' is a fundamental and crucial factor, determining whether customers choose to visit your restaurant or not.
Because if it's not safe, surely no one will risk going to your restaurant just to use the services, they have many other similar options. However, because 'safety' is an abstract factor, many restaurants overlook it, and then many managers also casually ignore it.
4. What does your restaurant lose?
The first thing your restaurant loses is: losing the trust of the customers who encountered that incident. No one will trust and risk returning to a place that doesn't provide them with such safety and peace of mind.
The next thing your restaurant loses is losing the customers who witnessed the incident at that time. The psychological fear, insecurity about the safety of their belongings and 'bodies' will make them have a bad impression of the service at your restaurant. Because they will think, 'I might be the next victim'.
But those losses above are just the 'surface.' What your restaurant truly loses after the incident of customers losing belongings is: Credibility, the brand that you have painstakingly built and maintained.
Even more seriously, in today's era of technology, with the explosion of the internet, 3G/4G/5G, affordable smartphones, cheap data plans,... From the incident of customers losing belongings, which you may consider 'normal,' will be shared, commented on, and 'broadcasted' across personal pages, social media platforms,... At that time, not just five or ten people, but perhaps thousands, millions of people will know about the incident at your restaurant overnight.
Once credibility is lost, the brand declines, will anyone still dare to visit your restaurant?
Do you still dare to assert that your restaurant has no responsibility in the incident of customers losing belongings?
What solution for the restaurant?
1. Sustainable restaurant business perspective
It must be reaffirmed once again that the product your restaurant sells to customers is not just a simple dish or a glass of juice but an entire package of service. Therefore, the responsibility of the restaurant is to ensure the safety of guests, from their belongings to their lives. This is the correct and sustainable restaurant business perspective.
2. Solutions to common bad situations in restaurants
The core is when bad situations occur like the incident of customers losing belongings in that restaurant, do not rush to avoid or shift responsibility and ignore customers. In the face of complaints and frustrations from customers, sincerely apologize to them and show the utmost respect and goodwill to customers. Assign someone responsible to actively coordinate with relevant authorities to help customers find their lost items. The attitude of employees, managers handling the situation immediately when it occurs - will determine the extent of the impact on the restaurant's reputation, brand whether it's minimal or significant. This is one of the important skills that a restaurant manager needs to develop and learn.
Customer losing belongings is just one of the common issues in restaurants. When bad situations occur, whether small or large, if not handled properly and promptly, what you lose is not only customers but also the reputation and brand of the restaurant. This leads to a series of serious consequences, business activities stagnate, decline in customers, and in serious cases, the restaurant may even face bankruptcy.
Therefore, besides equipping essential tools such as tables, chairs, cups, bowls, plates, lamps, decorations..., restaurant owners should pay special attention to security and safety - not only for guests but also for themselves, staff, and the restaurant. Installing surveillance camera systems, communication walkie-talkies between departments,... to promptly resolve urgent issues when necessary,...
Serve customers so they feel 'worthy' of the money they spend at your restaurant
Finally, always remember: If you serve customers in a way that is worthy of the money they spend at your restaurant, ensuring their satisfaction and trust in your brand - then your restaurant will never suffer losses.
If your products and services meet the desires of customers, they will come back repeatedly, and happily promote your restaurant brand to friends and family. Word-of-mouth marketing is extremely effective and costs your restaurant nothing.
By doing so, they become loyal customers of your restaurant. And one of the ways to retain them is how you handle common restaurant issues.
Wishing you success in restaurant business,
Best regards,
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