1. Do emphasize resolving the problem instead of finding
someone to blame.
2. Do act positively and use positive language. For example,
use the word concern instead of problem.
3. Do respond quickly.
4. Do respect the guest and treat him/her accordingly.
5. Do speak to your manager when in doubt about what to do.
6. Don’t make excuses like “we’re short.” This does not help
solve the problem or make the guest feel better.
7. Don’t blame anyone. This also does not help solve the
problem, and it reflects poorly on the restaurant and you.
8. Don’t ask for sympathy or understanding. Remember, it’s
the guest who has the problem.
9. Don’t argue. Nobody ever wins an argument with a guest.
Keep in mind that the guest may not always be right, but he/she is never wrong.
10. Don’t get defensive. If you remember not to take a
guest’s comments personally, you won’t get defensive.
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