Training Video

L.A.S.T. Transforming Complaints Into Delight

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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 leave without saying a word, never to come back.

When you get a complaint, not only is it an opportunity to fix an issue that many other customers experienced without letting you know, but you have a chance to create a loyal, life-long customer. In this video, you will learn a four-step process that will resolve your disappointed guests' problems so well that they will leave delighted and likely to become one of your newest regulars.