1. Special Service Challenges - Chapter 10 Operate with a service recovery strategy in mind handle the problem handle the guest’s perception of the problem

2. 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

3. Manager Contact with the Table – Table Visit “Nevers” Intimidate Appear Phony Appear Uninterested Appear Overbearing Ignore This model used with permission, from Chuck Keagle, The C & C Organization

4. Guest Complaint From a Server’s point of reference Anticipate guest’s complaint Tell manager if you perceive a problem with a guest Be sure it is worth charging the customer you might lose them as a regular guest

5. 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?

6. RKR Guest Complaint Model Repeat the Complaint / Actively listen to problem Apologize Encourage Full Disclosure Empathize Positive Action / Ask what they want you to do Express Appreciation This model used with permission, from Chuck Keagle, The C & C Organization

7. RKR Guest Complaint Model The “Nevers” Give Excuses Argue Ignore Blow Out of Proportion

8. Guest Complaint If guest is uncomfortable with temperature or lighting Check to be sure they are at agreed settings Move guest as needed

9. 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

10. 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 clothing Record in log book

11. What if an Accident Happens? Accident Report Name of guest Date and Time Description of area - photos if possible Name of staff involved

12. What if an Accident Happens? Food Poisoning Report Name of guest Date and Time Description of what they ate

13. What if an Accident Happens? When Recording a Food Poisoning Be sympathetic Tell them you are sorry they are ill Get the form to manager ASAP Get as much info as possible

14. What if an Accident Happens? When Recording a Food Poisoning Don’t Apologize Say that food made them ill Suggest symptoms Offer medical advice

15. Procedure for Reporting a Food Poisoning contact manager/owner speak to chef and maitre d’ speak to any staff who spoke to guest collect, label and refrigerate food reproduce guest check check menu mix and table numbers of food item sold Call Board of Health, Insurance Call guest

16. Rowdy Guests Manager speaks to host of party Decide which guests you want to be regular customers

17. Drunk Guests Post Liability of over consumption You are responsible to be sure guests leave in safe condition

18. Drunk Guests Don’t touch or embarrass a drunk guest Get 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

19. Cell Phones and Pagers Turn down the volume Request they use them in lobby if needed

20. Electronic Toys and Other Kid Issues Turn down the volume Crayons and other noiseless distractions Flatware on the table, tied down as needed!

21. Famous Guests Privacy or Limelight Be as consistent in service as possible

22. Pets Inside - Seeing Eye Dogs Other dogs in outside café settings Biscuits and water?

23. 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

24. 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!