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A Guest Recovery Checklist:

Everything that goes wrong at a table becomes an opportunity to impress the guest. How fast do we react?
Do we contradict them? Do we make excuses? Do we do everything in our power? How do we compare
with other restaurants they’ve been to?

Sooner is better than later (be proactive) – the more time we have to impress a table after something goes
wrong, the better chance we have of hitting the home run with that guest.

Always begin by introducing yourself to the guests. A handshake and an introduction is very disarming,
and sometimes makes it all okay before a word is spoken.

Always ask them a question about their experience. Let them tell you what’s wrong, instead of telling them
what you heard from an employee (unless there’s a foreign object in their food, at which time your first words
are an apology). Read their mood. You will almost immediately know what’s required of you.
Use active listening techniques: smile, nod, look concerned when appropriate, but whatever you do, let
them finish speaking before you say anything. Most people don’t really listen. Be different.

Apologize, but don’t ruin it with an excuse unless the guest specifically asks “why?” Move on; tell them
what you’re going to do and then follow through immediately. Be realistic. Don’t tell the guest a refire steak
will be “a few minutes” if it’s going to take seven minutes. Never lose their trust.
No matter what the guest says or how ludicrous it is, never contradict them in any way. This is where they
are always right and they get exactly what they want. They’re paying good money for that privilege and
they’re kind of a big deal in here. If they’re ever wrong here, they’ll go somewhere else.
If you want to be successful 100% of the time, surprise every guest in some way. Show up with a salad
during the 7 minute steak refire, keep them eating and enjoying our food. The salad costs $1.50 to put on
the plate. Every single guest is worth more than that. The entrée they didn’t really enjoy disappears from
the bill unexpectedly, and with no fanfare? You’ve created permanent loyalty.

Treat every disappointed guest like you would treat a close friend that you had offended in your own
home. Do what it takes to make it right, with the understanding that in our restaurant, “right” means their
expectations are exceeded and they are amazed. The most important thing is bringing them back; don’t be
afraid to tell them that.

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