Waiter, There's A Fly In My Soup

Does your staff go the extra mile and treat your guests like VIPs? Train them to turn a negative situation into positive public relations.

While dining out recently, I was startled by a screech from a few tables away. All heads turned to see a woman shove her salad plate as far across the table as she could. A large hairy moth mixed in among the salad greens was obviously an unwelcome addition.

The woman's daughter picked up the plate and placed it in the hands of the nearest server, who whisked it away to the kitchen. What happened next -- or what didn't happen -- was a shocker to me.

The waitress who took the plate walked to the table and said simply, "Can I get you something else?" No apology. No sympathy. Nothing. The woman declined a new order, and sat in disgust with the rest of her party. It was several moments before her own server returned with an apology, and a second offer to bring another selection.

In the end, the situation turned out OK. I'm assuming the salad was comped, and maybe something else. But if you've ever been in that situation, you don't know what's going to happen until the bill is presented. But what was shocking to me was the lost opportunity to turn this very negative situation into an extremely positive one.

Accidents like this happen. It's the nature of our business. Glassware gets chipped, hair and foreign objects end up in food, bugs make unwelcome appearances on plates. It's how you handle these situations that counts. Is your staff trained to turn a negative situation into positive public relations? To go the extra mile and treat your guests like VIPs?

Examine your policies on what to do when accidents like this occur. Do you have a policy? If not, detail in writing how you'd like your staff to perform. For example:

• Don't make excuses. Apologize and offer to make it right immediately.
• Don't make a scene. You are professionals, and most guests don't want to become the center of attention.
• Don't get flustered. When faced with hysterics, keep calm, make eye contact, and with a soft voice and sincere demeanor address the guest with, "Again, I apologize for this unfortunate incident. What can I do to assist you at this moment?"

Next, train. Tell them, show them, and quiz them until each front of the house team member knows the correct protocol. Don't make them ask for permission to take care of their guest. Let them know the options that are available and trust them to do the right thing.

Download our sample Guest Complaint Policy that describes appropriate actions for several scenarios. It also includes a sample apology card and gift certificate. This is your chance to do more than damage control. This is a your chance to WOW your guests -- and create raving fans in the process.

Bill Main, FMP, FCSI, is a nationally-recognized author, foodservice consultant, and professional speaker. His goal is to help you define who you are, where you want to go, and the best way to get there. Bill Main & Associates (www.billmain.com) offers a wide range of consulting services, resources and tools in the areas of strategic growth, marketing, menu, leadership, training, and management development.