When a customer yells or gets upset with you or your food truck staff, many food truck operator’s gut reaction may be to yell back. But following your gut can get you in trouble, and in this case, may result in a damaged relationship with this and other customers. Instead, try responding to the outcome.
When an unsettling event happens, pause and ask yourself: what is the outcome I want? Instead of reacting to the event, act in accordance with your desired outcome. The person who is upset with you: do you want an improved customer relationship with them or do you want to make them feel as bad as you do? If it’s the latter, go ahead and yell back (don’t do it, really). If it’s the former, empathize with their anger and respond to the underlying issue in a calm manner.