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The most important piece of great guest recovery is making sure that the “punishment fits the crime”. As you read
the following, keep in mind that you don’t always have to “buy” something to make the guest happy. Many times a
friendly and understanding ear is enough.

If... You Should...

Let them know you are working on it for them, get them a
The guest waits too long at the front door...
table right away, and offer an appetizer or cocktail.
We mess up the entire meal... Pay for the entire meal.
Guest waits for a medium well filet, then it’s well done, then Personally work on the steak until it’s perfect. Pay for it and
it’s sent back, then it’s cold, then we don’t bring him another offer them an opportunity to come back on the house.
fork…
Apologize and recognize that it’s unacceptable that they
We take too long to recover... weren’t taken care of, ask them to return, and give them an
appropriate recovery gift card.

Use your best judgment to WOW the guest into returning. Don’t just fix the problem, build in a WOW by surprising
them. Go above and beyond to make sure they know you’re sorry things weren’t perfect. Remember, when the
guest arrives, they usually expect perfection for their money. Every detail we perform below their expectations takes
away from the possibility of them returning.

Approaching the guest before you have all of the answers

1. Keep your face friendly, relaxed, open, concerned and
caring. Don’t anticipate bad news. The guest may just
want to compliment the server, or ask a general question.
When you are not aware of the nature of the problem: 2. Use opening lines such as, “Hi, I’m Katie, what can I help
guest asks to “see a manager”.
you with tonight?”
3. Listen carefully to what the guest is saying. If there is a
problem, deal with it appropriately.
1. Your body should suggest you are concerned and you’re
confident you can take care of them.
When you think you know the problem because an
employee gave you the run down. 2. Begin by introducing yourself, and then let the guest talk.
When they have given you the details, make sure you
acknowledge their problem.

When you begin the conversation by acknowledging the guest’s perceived problem, you are letting the guest know
that they don’t have to be on the offensive. In many instances, just listening patiently and recognizing the guest’s point
of view is half of the solution, because it dissipates much of their hostility or anger.

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