Special Service Challenges - Chapter 10

Operate with a service recovery strategy in mindhandle the problemhandle the guest’s perception of the

problem

Manager Contact with the Table – The Table Visit

Read the Table / Establish Rapport

Introduce Yourself

Make a SPECIFIC Inquiry

Make a Positive Comment

Express Appreciation

Manager Contact with the Table – Table Visit “Nevers”Intimidate

Appear Phony

Appear Uninterested

Appear Overbearing

IgnoreThis model used with permission, from

Chuck Keagle, The C & C Organization

Guest Complaint

From a Server’s point of reference

Anticipate guest’s complaintTell manager if you perceive a problem

with a guestBe sure it is worth charging the customer

you might lose them as a regular guest

Ways to Recoup from a Customer Complaint

Say you are sorry

Actively listen (They are your whole world)

Make things right

Make it up to them

A promise is a promise! Be accurate and give away what you need to!

Check Back - Did you fix it?

RKR Guest Complaint Model

Repeat the Complaint / Actively listen to problemApologizeEncourage Full DisclosureEmpathizePositive Action / Ask what they want you to doExpress Appreciation This model used with permission, from Chuck

Keagle, The C & C Organization

RKR Guest Complaint ModelThe “Nevers”

Give Excuses

Argue

Ignore

Blow Out of Proportion

Guest Complaint

If guest is uncomfortable with temperature or lightingCheck to be sure they are at agreed

settingsMove guest as needed

Guest Tastes Wine and Refuses It

Offer a similar substitute from different producer If the wine is bad then you may have a

case of bad wine. (You get supplier credit) If the wine is good you can pour it off for

Wine by the Glass or Staff Tasting

Server verses Manager fixing the situation

What if an Accident Happens?

Minor spill - use napkin and clean it.

Always attend to the guest first!

Dry Cleaning bill On Manager’s Card - date, article of

clothingRecord in log book

What if an Accident Happens?

Accident ReportName of guestDate and TimeDescription of area - photos if possibleName of staff involved

What if an Accident Happens?

Food Poisoning ReportName of guestDate and TimeDescription of what they ate

What if an Accident Happens?

When Recording a Food Poisoning Be sympatheticTell them you are sorry they are illGet the form to manager ASAPGet as much info as possible

What if an Accident Happens?

When Recording a Food Poisoning

Don’t ApologizeSay that food made them illSuggest symptomsOffer medical advice

Procedure for Reporting a Food Poisoning

contact manager/ownerspeak to chef and maitre d’speak to any staff who spoke to guestcollect, label and refrigerate foodreproduce guest checkcheck menu mix and table numbers of food item soldCall Board of Health, Insurance Call guest

Rowdy Guests

Manager speaks to host of party

Decide which guests you want to be regular customers

Drunk Guests

Post Liability of over consumption

You are responsible to be sure guests leave in safe condition

Drunk Guests

Don’t touch or embarrass a drunk guestGet the guest on your side if you can

Feed them

Separate the drunk from their friends or use friends when needed

Complimentary food if necessary

Record in log book

Cell Phones and Pagers

Turn down the volume

Request they use them in lobby if needed

Electronic Toys and Other Kid Issues

Turn down the volumeCrayons and other noiseless distractions

Flatware on the table, tied down as needed!

Famous Guests

Privacy or Limelight

Be as consistent in service as possible

Pets

Inside - Seeing Eye Dogs

Other dogs in outside café settings

Biscuits and water?

Don’t call me, Mrs. Jones

Offer the guest privacy where you should. Don’t assume I am Mrs. _______ Don’t share the name or information of a call, just

indicate that the guest has a call

Summary

Have procedures for all the following issues: complaints, accidents, food poisoning, drunks

Role Play to be sure staff is ready

Record anything unusual each and every day!