Handling Problem Situations: Make Huge Tips!, #8

By Scott Young

How To Effectively Turn Unhappy Customers Into Your Best Regular Guests.

Give Yourelf & Your Staff The Proper Tools To Be a Professional Creative Problem Solver.

Turn Negative Situations Into Opportunities.

What Are The Most Common Situations Servers Have To Deal With?
You'll find out here and learn tricks of the trade to handle them quickly and successfully.
Understand the Psychology Of Your Guests When Things go Wrong.

 

INCLUDES: Ask The Experts: How Do YOU Deal With Challenging Co-Workers?

 

About The Author:

Scott Young - Bartender | Trainer | Author | Featured Speaker & Video Producer

- 30+ Year Bar Industry Career

- Made Over 800,000 Drinks.

- Taught Seminars in 16 Countries, 27 US States & Every Province in Canada.

- Featured in Over 400 TV & Radio Interviews, Magazines & Newspaper Articles

- Created 25 Training Course DVD's Sold in Over 100 Countries.

- Considered by many to be the pioneer of standardized training for Practical Working Flair Bartending.

- Author of 28 Bar Industry Books, Study Guides & Work-Books

• Language: English
• Publisher: Digital.NBRTraining.Com
• Release date: Jul 15, 2022
• ISBN: 9798201307622

Scott Young

- 30+ Year Bar Industry Career  - Made over 800,000 Drinks. - Taught Seminars in 16 Countries, 27 US States & Every Province in Canada.  - Created 25 Training Course DVD's Sold in Over 100 Countries.  - Considered by many to be the pioneer of standardized training for Practical Working Flair Bartending. - Author of 28 Bar Industry Books, Study Guides & Work-Books - Featured in Over 400 TV & Radio Interviews, Magazines & Newspaper Articles - He is still learning

Book preview

Keep An Open Mind

I have always tried to be very non-combative about the way I teach.

I can’t come into your country, your city, your bar and TELL you what’s going to work with YOUR customers.

You are professional, working service givers,

and experts on your area and we respect that.

But what I can do, is tell you about all sorts of things that are working in other bars around the world. It’s totally up to you whether you want to try any of them or not.

We, all the people who contributed to this series, really want you to succeed.

This entire series is about giving you ideas on how to be a better All Around service giver.

We’re here to help you make more money, for yourself and for your bar.

There are things that suggest that you’ll think to yourself.....

Yeah....that’s not going to work for me ☺.

No problem. We don’t expect you to agree with everything we say or write.

Just remember. Everything we’ve written has come from hard won experience.

Basically, we’ve screwed up so many times, we’ve figured out some better ways to do things. Not perfect, that’s too much to expect, but with excellence ☺

So, keep an open mind, be willing to experiment a bit and you may find

that you have more fun and make more money.

"If You Always Do What You’ve Always Done,

You’ll Get What You’ve Always Gotten." - Anthony Robbins

Make Some Changes And See What Happpens.

© Scott Young Bar Smart Inc. – TheBartendingMasters.com |

1: Handling Problem Situations Professionally

It Costs 5 x More To Attract A New Customer

Than It Does To Keep An Existing Customer.

Source: Technical Assistance Research Programs (TARP)

mage001-20140609-114244.jpg It’s very important that you sift through all these suggestions and use an approach, verbiage/phrasing and tone of voice that feel comfortable to you and that fits into your type of venue.

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John D. Rockefeller Was Asked What He Was Willing To Pay The Most For

When Hiring Employees, He Immediately Said,

The Ability To Get Along With People.

What Makes People Difficult? – All people, not just guests.

Usually a difficult person is behaving from the negative side of their personality,

rather than the intentional goal to be difficult.

Often, the person being difficult isn’t even aware of it or how they’re affecting people around them.

You will be faced with challenging people your entire life. In your work situations with guests, co-workers, bosses and in your personal life.

When I was a little guy, I had quite a temper. My mom always taught me to choose to Act, Instead of automatically, Re-acting. There is a lot of wisdom in that. The 1st step is being aware of the idea, but next is taking time to try to understand other people’s viewpoints.

By changing our attitude toward them, and our viewpoint about what makes them Wrong, we can improve our own ability to get along and work with people.

One of the most important skills needed to succeed in any business is ...

Knowing how to handle troublemakers.

If you learn how to deal with difficult people you will be light years ahead of the competition.

In most situations, when you treat a person fairly and with respect, they notice and appreciate it. They, in return, will then treat you fairly. But unfortunately, there is a small percentage of people who will simply take advantage of you if you let them.

There are people who will play games with you, deceive you, and some will actively prevent you from making the situation better. Basically, there are some people you can’t win with.

The good news is:

The Genuinely Nicer You Get, The Less Problems You Will Have.

Say You’re Sorry And Mean It! It Costs You Nothing. – Scott Young

Tips, Strategies and Acronyms

There are so many great techniques and acronyms developed over the years.

I’ve included many approaches in this section because every situation, and person, is different so the more tools you have will really help.

Rising Above Difficult People

1)  Forgive them – reply with calmness and understanding not resentment and anger

2)  Accept that they are doing the best they can – they haven’t learned how to communicate effectively and have adopted manipulative behavior instead.

3)  Change yourself – look at yourself in the mirror and decide if your behavior is part of the problem. Learn as much as you can about different ways of handling different types of people and different situations.

Tips For Dealing With Negativity Of Other People

1)  When you see someone overreact, get aggressive or become excessively defensive, recognize that it’s useless to argue with them.

2)  Realize that the person may be feeling very insecure or unhappy about something entirely different and, for whatever reason, this is the time they let it out.

3)  Back off if you can. If you continue to push them, they will only get worse.

4)  Try to wait for an appropriate time and place to discuss the situation.

5)  Keep your own sense of self-confidence and never allow yourself to be verbally abused.

Customers Don’t Expect You To Be Perfect.

They Do Expect You To Fix Things When They Go Wrong.

- Donald Porter V.P., British Airways

Customers Who Don’t Get Support Become Someone Else’s Customers.