Guest Complaining or Sending Food Back? How to Handle It

Mistakes happen every shift. What the table remembers is how you handled it.

Use L.A.S.T.

• Listen. Let them finish. Don't argue and don't explain yet.
• Apologize like you mean it. "I'm sorry, that's on me."
• Solve. Say exactly what you're doing and how long it'll take: "Let me get you a new one cooked right. About 10 minutes."
• Thank them for telling you, so you could fix it.

What not to do

• Don't blame the kitchen to the guest. Fix it, don't point fingers.
• Don't hide from the table. A long wait gets worse when they can't find you.
• Don't comp anything yourself. Taking something off the check is the manager's call.

Food taking forever?

Tell them before they ask: "I want to give you an honest update. Your food's taking longer than it should, and I'm on it." Check the ticket with the kitchen and come back with a real time, not "soon." If it's a long wait, get your manager. They might send out an app.

Tell your manager about any complaint, even one you fixed. They'd rather know now than hear about it later.