Dealing with customer complaints in a digital world

Dealing with customer complaints in a digital world

“Hug Your Haters” author Jay Baer offers tips for handling complaints from restaurant patrons

Restaurants can no longer wait days or weeks to answer customer complaints, but must react within hours, author Jay Baer says.
About 74 percent of people who complain about a restaurant or food product expect a response, and 38.5 percent of those want a response within 24 hours, said Baer, author of several books on customer service, and most recently “Hug Your Haters: How to Embrace Complaints and Keep Your Customers,” published in March.
“People who complain in s

All access premium subscription

Why Upgrade your account?

NRN is your one-stop source for foodservice news and business intelligence. Upgrade today and get unlimited online access to all breaking news, in-depth analysis, data and tools. This includes digital versions of NRN flagship reports (Consumer Picks, Top 200) as well as Same Store Sales Data Tables, Quarterly Industry Snapshots and more.

Questions about your account or how to access content?
Contact: Desiree Torres [email protected]

Hide comments


  • Allowed HTML tags: <em> <strong> <blockquote> <br> <p>

Plain text

  • No HTML tags allowed.
  • Web page addresses and e-mail addresses turn into links automatically.
  • Lines and paragraphs break automatically.