The Food Service Professional Guide to Waiter & Waitress Training

Apologize. Before anything else happens, you and/or the server should offer a sincere apology for the mistake and offer to fix it.
• Respond quickly. By responding to a problem quickly, you prevent it from becoming a crisis. If a wrong order goes out of the kitchen, fix it immediately; don’t make the guest wait in line for his correct meal.
• Listen. Make sure you listen to your customer’s complaint. Show the guest that you are concerned and sincere in offering your apology. Do something to show that that customer’s business is important to you.
• Compensation. There are many ways to compensate a customer for a mistake. Taking something off the bill or offering free dessert or a round of drinks are popular methods. If something is spilled on a guest, you should offer to pay the dry cleaning bill. You could also give the guest a free gift certificate for their next meal or send flowers to their workplace or residence.

Uses past mistakes to illustrate. Give your serving staff true examples and let them learn from others! If you use examples from your own establishment, be careful not to embarrass anyone.

Customer satisfaction surveys. Comments on customer surveys may indicate it is time for retraining. If you consistently see comment cards that say “Our server didn’t know anything about the wine list,” it’s time for a wine-training session.

Consider offering complimentary coffee with dessert. It’s a low-cost way to win customers.

invite them to return. It provides an opportunity to build personal connections. For example, invite guests to return for your rib special on Tuesdays. It’s far more effective than just saying, “Thanks, come again.” While you’re at it, invite them to sit at your station. You’ll be more likely to remember their names and what they like.

Notice lefties. It’s a small thing, but if your guest has moved his water glass and/or silverware to the other side of his plate, serve his drinks from there. He’ll appreciate it.

Consider sending a server through the waiting area with a tray of appetizers for the people in line.