When serving, It’s your responsibility to inspect all orders before they are brought to the table. A customer flags you, stating there’s a small bug in her food. When you checked it, you didn’t see the bug.
What would you do?
A Politely explain that the bug must’ve flown onto the dish on its way to the table
B Assure the guest that the restaurant follows strict cleaning protocols and this has never happened before
C Apologize and explain that you personally checked the food before it was served and didn’t see the bug
D Apologize and let the guest know it’ll be a few minutes while the chef prepares a new dish
The correct answer and explanation is:
The correct answer is D. Apologize and let the guest know it’ll be a few minutes while the chef prepares a new dish.
When dealing with customer complaints, especially one that involves a potential hygiene issue like a bug in food, the best course of action is to handle the situation with empathy and professionalism. Even if you didn’t see the bug, the guest’s perception and experience are the main focus in this moment.
Option A is dismissive of the customer’s concern, suggesting that the bug was an accidental occurrence that couldn’t be helped. This approach does not acknowledge the guest’s discomfort or offer a resolution.
Option B focuses too much on reassuring the guest about the restaurant’s cleaning protocols, which, although important, doesn’t directly address the guest’s dissatisfaction. The customer is more likely to appreciate a solution rather than a lengthy explanation.
Option C, while truthful, could be perceived as defensive. Telling the guest that you personally checked the food might make them feel that their concerns are being invalidated. The goal here is not to defend your actions but to focus on resolving the issue.
Option D is the best choice because it acknowledges the guest’s concern immediately with an apology, which shows empathy. Offering a new dish demonstrates that the restaurant values the customer’s experience and is willing to make things right. Giving the guest a few minutes for the chef to prepare a new dish shows that the situation is being handled promptly, and the customer is more likely to feel that their complaint was taken seriously. This response builds trust and helps maintain a positive relationship with the customer.