More mistakes will occur in the next few weeks than what usually happen in several months.
How your team handles these mistakes – or “opportunities” – will make the difference in THOUSANDS OF DOLLARS of repeat business (and the feedback you receive on social media sites).
If you have not posted a single explanation to all staff (old and new) of how to deal with unhappy guests, YOU NEED TO.
Keep it simple. Here is an example:
Turning a Complaint Into an Opportunity
- Acknowledge the complaint
“I understand that your steak is undercooked…”
- Sincerely Apologize
“I am truly sorry this happened to you…”
- Take Action to Please Your Guest
“I will take care of this immediately…”
- Thank Them for the Chance to Make It Right
“Thank you for the opportunity to make this right for you…”
- Alert the manager on duty
NOTICE that you contact a manager AFTER you have the solution in play (unless it is a SERIOUS issue). Your manager will touch the table before they leave.
The above may seem like common sense, but I can assure you that it is not common practice at most restaurants and bars.
Remember, the key to an apology is SINCERITY- so make sure you always mean it!
Good luck and have a wonderful holiday,