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, master the L.A.S.T. Method to win over even the most frustrated diners. As a manager, you will empower your team members to transform customer complaints into opportunities to showcase your restaurant’s exceptional hospitality.#
Training Video
L.A.S.T. for Managers - Empower your Team to Handle Disappointed Guests
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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, master the L.A.S.T. Method to win over even the most frustrated diners. As a manager, you will empower your team members to transform customer complaints into opportunities to showcase your restaurant’s exceptional hospitality.
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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 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 ...
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Training Video
The Art of a Sincere Apology: No Matter the Complaint
In the service industry, having effective tools for de-escalation is crucial for turning a bad situation around. A genuine and sincere apology is one of the best ways to turn a guest’s complaint into an opportunity for exceptional hospitality. Watch this video to learn three steps that will help you see the issue from your guest’s perspective and empathize, even if it seems like the most trivial of issues. There truly is an art to a sincere apology. Master it, and you’ll have more chances to turn upset and even angry guests into your most loyal repeat customers.
