Guest Payment and Service Recovery
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Training Video
L.A.S.T. Transforming Complaints Into Delight
When working in the front-of-house, you will receive customer complaints. It is an inevitable fact; however, complaints are not something to be dreaded. Complaints are a gift! Sure, it is counterintuitive, but when a guest has a complaint, it is an opportunity to improve. Most unhappy customers will ...
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Article
The Crucial Finishing Touches that Create Guest Loyalty
Endings are really beginnings. And the satisfactory end of a meal can mean the beginning of a long relationship with your guests. The dining experience must always end on a high note.
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Download
Guest Comment Card
It's estimated that only 1 in 20 people will complain if they have a problem in a restaurant. The problem for the operator, is that many of these people simply don't come back. Make it easy to get customer feedback with a quick, convenient Guest Comment Card system.
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Birthday/Anniversary Promotion Postcard Template
Birthday and Anniversary mailings are proven winners. This postcard invites the customer to celebrate their birthday by bringing in this card that offers a free entrée on their next visit. The easiest way to get more business is to get your existing customers to come back more often and the mailer gives ...
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Training Video
L.A.S.T. for Managers - Empower your Team to Handle Disappointed Guests
In the restaurant rush, complaints are inevitable yet invaluable. In fact, you should view them as a gift. In this video, you’ll explore how complaints offer growth opportunities and how addressing them can cultivate lasting loyalty in your guests. From managing the unexpected to salvaging mishaps, ...
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Article
Fundamental Approaches to Effective Service Recovery Techniques
Approach complaining, irate customers with a calm, attentive and respectful frame of mind and you'll find yourself with more business and very few "guests from hell." In this article, we review some of the basics of a service recovery program.
