I was at a BBQ this past weekend and we got to talking about this person who continues to come back to my buddy’s restaurant even though they complain about the food or service almost every time they come back.

It got me thinking. Why would they come back if the service or food was that bad? By complaining all the time do you think it will make your complaints valid? Isn’t a waste of energy and time to complain all the time if you are not happy with the food or service?

I mean if it was me and every time I went somewhere and the food was horrible or the service was shitty. I would not go back, that would be the end of it. So why do these people come back???

The answer is they know they can push you and your business around like flies.

I get it times are tough and you want every customer to be happy but at some point you have to stand your ground. Especially when the customer is complaining about something that if they read the menu would understand or is something that is a standard way of doing things. We all need to learn to say no to these customers. Say it out loud “NO, NO, NO.” Now of course I would recommend that you say it nicer than that but still firmly say no. See customers are like children if they are not given boundaries they will think it is ok. Now I know it’s not easy they will say “I will tell all my friends” or “I’m going to write a bad review about you” or “Do you know how much business I do with you” but don’t let it get to you. These customers even with crappy service will always come back. Don’t be the doormat for these customers who just want to complain, these are not the customer you have to worry about not coming back. Plus think about this, if your employee or you have to spend more time which equals more money. Or if you have to remake a dish for them even though it was made correctly, are you actually making money? No, you are losing money. Fight back and stop these people from stealing more of your hard earned money.