Such catering consumers generally show arrogant attitude, willful behavior, indifferent expression, and emotional irritability. In the process of consumption, self-esteem is superior, contemptuous of service work, like to show off themselves, can not understand the hard work of the waiter, can not tolerate the waiter has the slightest slack, like to put forward some unreasonable requirements, the waiter is arrogant, the hotel service management and service facilities are more picky, everywhere shows a sense of superiority, hope that the waiter attaches importance to him, to him as the center. Sometimes, they would sternly scold the waiter: "Why has the roasted eel we ordered not yet served, is it still in the market, and has it not been bought?" At this time, the waiter can calmly say to the guest: "Sorry, your roast eel will arrive soon." Of course, after saying this, you should go to the kitchen immediately to understand and urge, and meet the needs of the guests as soon as possible. This type of consumer tends to have the highest complaint rate. This requires waiters to first have self-respect, self-respect, self-love, treat each customer with an equal attitude, have a humble attitude, and take the initiative to seek their opinions, respect their choices, try to meet their requirements, and make their sense of superiority formally satisfied. For those customers who put up shelves and make sex, waiters should maintain a good mood and endurance, and do not affect their work because of their attitude. Be patient, humble, calm, not angry in the face of humiliation, not chaotic in the face of the battle, take the initiative to exchange opinions at the appropriate time, find reasons from themselves, and make them satisfied and convinced.
Horse owners like to eat dog meat. That day, he invited a friend to a "dog meat aroma" in Guangzhou to eat boiled dog meat. Guangzhou people like to eat dog meat plus some fragrant sauce and curd milk dipped in it. When the waiter put the fragrant sauce and curd on the table, Boss Ma said disapprovingly: "How is it curd milk instead of southern milk?" ”
The waiter lady just explained: "Usually the guests want curd milk..." Boss Ma said arrogantly: "I don't want usually, I just want nan milk!" Fortunately, there are also southern milk in the store, and the "arrogant" psychological needs of the horse boss are met. For this arrogant type of diners, the store is inconvenient to explain any reason, immediately according to the requirements of the guests, and even if the guests "refer to the deer as horses", the store will also "recognize the deer as horses", completely give the "right" and "reason" to the guests, give the guests face, and let the guests be satisfied.