Page 63 - DB Crisis Management Guide

 Ensure all other tables in that Team Member’s section are receiving great service and are not impacted
by the situation.

 If the Guest is confrontational, remain calm and do not raise your voice or become angry.
 Assure the Guest that you are taking the comments very seriously and will look into the situation
further. Sincerely apologize for the way he/she feels.
 If at all possible, attempt to resolve the issue while the Guest is in the store to prevent it from
escalating.
 If your store has security, a Team Member or another Manager should inform him/her about the
possibility of escalation.
 Always remember that the Guest or someone else could be filming the interaction between you and the
complainant.
 Contact your ROD/ROM as soon as possible to inform him/her of the situation. The ROD/ROM will
inform the Crisis Team and the appropriate Crisis Team Members will be activated.

GUEST ALLEGES HARASSMENT BY ANOTHER GUEST

If a Guest accuses another Guest of harassment, immediately address the situation, which may include …

 Listen to the Guest’s complaint.
 If the Guest is confrontational, remain calm and do not raise your voice or become angry.

 Assure the Guest that you are taking the comments very seriously and will look into the situation
further.
 If the Guest who is being accused is still in the store, ensure he or she is separated from the accuser.
 Immediately interview Guests or Team Members who witnessed the alleged situation to gather facts.

 If investigation determines the accused Guest is at fault, politely request that the Guest leave the store.
Depending on the allegation, it may be necessary to contact law enforcement.

o If the accused Guest is an off-duty Team Member, further disciplinary action may be necessary
including termination.
 Do not ever ask the accuser and the complainant to leave at the same time. You must ensure the safety
of both Guests as well as Team Members in the store.
 If at all possible, attempt to resolve the issue while the Guest is in the store to prevent it from
escalating.
 A Team Member or another Manager should inform store security, if applicable, about the possibility of
escalation.
 Always remember that the Guest or someone else could be filming the interaction between you and the
complainant.
 Contact your ROD/ROM as soon as possible to inform him/her of the situation. The ROD/ROM will
inform the Crisis Team and the appropriate Crisis Team Members will be activated.

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