Empower your employees to respond properly to any kind of request. To be successful, they’ll need the training and the autonomy to make good decisions. You’ll need to support them, even if they make mistakes from time to time. In those cases, it’s wise to discuss the matter privately, never in front of guests. A good way to start: “What could we have done differently to prevent the situation from occurring?”
Employees who can solve problems and know they have the backing of management will provide great service. Fries are cold? Drink is wrong? Sandwich or pizza made incorrectly? Employees can take care of these situations. If the manager has to get involved, use this acronym: L.E.A.S.T – Listen, Empathize, Apologize, Solve and Thank.
Be careful not to create a standard resolution policy such as: Food took too long equals free dessert. Food not cooked properly equals comp. And so on. It should be clear by now that every guest and every situation is different.