When customers question quality vs. price, it’s essential to remember value is in the eyes of the consumer. If your pricing aligns with brand strategy, market segment, and profit margins, then focus on how you manage these moments. Consider Ruth’s Chris Steak House—customers willingly pay $12 for a baked potato because they know what to expect. Address complaints with empathy and listen carefully. Show genuine concern, ask where their perception differs, and consider adding value (complimentary dessert or coffee). Never argue or explain costing. Instead, create a positive experience. It builds a customer-centered culture, fosters loyalty, and shows others the value you place on their experience.

Start by acknowledging the customer's concerns with empathy and understanding. Apologize for the experience they had, and assure them that you take feedback seriously. Offer to address the issue immediately, perhaps by inviting them to return for a complimentary or discounted meal, highlighting improvements made in quality. Show genuine interest in understanding their expectations, and communicate your commitment to delivering value for the price. By turning the interaction into an opportunity for personalized service, you can rebuild trust and strengthen customer loyalty.

A guest complained about over priced food quality - - Pricing is a strategy which should be taken into consideration carefully while designing and crafting a menu failing to which can negatively impact the image of the venue. - Complaints in regards to the pricing and quality of food should be dealt with tactfully as the answer represents the image of the organisation. One needs to understand the idea, concept and clientele serving, the demography and kind of foods being served. - A sincere apology always goes a long way to start with followed by explaining the value that we add with the foods and services. The deliverance of highest level of Total Dining experiences, Guests Satisfaction and proper practicing of HACCP standards and guid

Listen and give the customer your full attention and let them express their concerns fully. Acknowledge their concerns and offer a genuine apology for their unsatisfactory experience. Gather details to understand the issue better. Briefly share insights on ingredient costs, preparation time, and overall quality standards that influence pricing. Offer a solution: Such as a discount on their next visit or a replacement meal - only if there is a fault from the restaurant/kitchen side . Follow up: Ensure the issue is resolved to their satisfaction and ask for feedback on how to improve.

Listening and addressing complaints with empathy is crucial to retaining customer trust. Offering a quick resolution, like a discount or complimentary dish, can turn a negative experience into a positive one. Consistently using feedback to adjust pricing or quality keeps customers satisfied in the long run.