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Remember, if the guest has a problem with the food, our goal is to make the guest happy.

Apologize.
Remake it, and make sure the item is refired and made on the fly.
If we made the item wrong
Deliver the item personally and make sure it was remade correctly.
Do a quality check to make sure the guest is happy.
Apologize.
If the item took too long
Comp the item for the guest.
Apologize.
Try to fix it. Ask questions like, “Is it too dry?” or “What don’t you like about it?”
Try to address the issue directly. “Can I get you some more sauce?” or “Would
If the guests doesn’t like the item you like for me to remake it without the green peppers?”
If they just don’t like it, offer them something else. Only charge them for the item
they ate.
If they are not satisfied, it’s on the house.
Acknowledge the real fear or issue. “Are you alright?”
Always apologize.
Try to let them know what the object is “The cooks separate the cheese with wax
paper. Some of it got into your sandwich.”
If there is a foreign object in the food Read the guest, if they find it humorous, use humor. If they find it offensive, use a
remorseful and serious tone.
Offer to replace it with something else.
If they have lost their appetite, offer them dessert or something to go.
Always buy the item!
Apologize with sincere remorse.
Let the guest know you’re taking care of the issue.
If the foreign object is offensive Offer them a replacement meal.
Buy the item.
Offer them dessert.

Apply all of the above.
Make sure the guest is alright.
If the object has lawsuit potential or Use concern, sensitivity, gentleness and understanding.
caused the guest great distress Go above and beyond to try to solve the guest.
Recover the table.
Involve the general manager.

When Things Go Wrong
Choose an appropriate complimentary action. Don’t just buy food. Show that you care about the guest. Make sure
to build in the “surprise”. If you’re not sure what to do, take care of the guest and ask another manager’s opinion.
In many situations a table visit is our final opportunity to guarantee that the guest will return. If you are not sure that
the guest will return, you have not done enough! Anytime you visit a table, you own their guest experience from that
point forward. Your goal is to save the guest, not just solve the problem. Ask yourself, what does the guest want?
What will make them happy? Then, just do it!

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