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Guest Recovery

We are in the business of exceeding the expectations of our guests. Hospitality is the foundation of everything
we do. No matter how effectively we work the floor during our shifts, every once in a while we need to
approach a guest who has a complaint. When that happens, we have an opportunity to turn a potentially
negative situation into a positive one.
Guest recovery, when needed, can make or break the guest’s desire to return. Great guest recovery involves
knowing what guests expect from us, using proper language, and letting the punishment fit the crime. Your goal is
not just to bring the guest back, but to bring them back SOON. Let’s review some basic facts about guests:

• For every 1 unhappy person that complains, 27 go away and don’t say anything. Think about those
missed opportunities. Since there is almost nothing we can do about a guest who doesn’t let us know we
messed up, we should take full advantage of the opportunities presented by those who do.
• Only 4-6% of guests complain. For those that feel like some guests are just out to get something for free,
realize that we can’t afford for them not to speak up. When you realize that this is such a small percentage
of our total guest traffic, you can put it all into perspective. As much as we spend on getting guests into the
building, we can’t risk losing one over a few dollars.
• It costs five times as much to get a new guest into the building as it does to keep a current guest.
• You never, ever win an argument with a guest. If you win, they lose. And since no one really likes to lose,
that feeling of loss will drive the guest to tell at least 10 of their friends about how we ran them out of the
restaurant. The domino effect is tremendous.
Knowing these facts should give you the desire to take care of whatever problems arise for the guest with earnest
dedication to their happiness and desire to return.

Guests want four things from us when it comes to taking care of their problems. They want us to be friendly, flexible,
fair and they want us to fix it! When a situation is already tense, and the guest gives you the opportunity to solve
the problem, friendliness on your part will ease tensions and create a rapport between you and the guest. When
guests are not satisfied, they need you to be flexible and not take a defensive position with regard to their problem.
Fairness will help you measure the extent of the guest’s dissatisfaction and allow you to FIX the problem.

Approach the guest knowing you have the chance to make a friend. Give great “face.” Display ten-second
likeability. Be sure your body language is not threatening to the guest. For example, clasp your hands behind your
back in a manner that says, “I’m here to help you.”

Whatever happens, stay calm. If you become angry, you are no longer effective. Don’t take the complaint personally.
It is not your fault. Your job is to make the situation better.

Introduce yourself, but not just as “the manager”, they’ll know you’re the manager. Becoming a real person to the
guest will lend itself to open communication. Always give the guest a chance to give you their side of the story. If
the guest wants to unload, let them! Listening to the guest will help to defuse the emotion and will expedite the
recovery process.

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