Guest Recovery Playbook

Mistakes and service issues happen — what matters is how we recover. This playbook provides a step-by-step process to turn unhappy guests into loyal fans.

1. Acknowledge

• Approach quickly, make eye contact, and listen.
• Example: “I understand the issue, thank you for letting me know.”

2. Apologize

• Take responsibility even if it wasn’t directly your fault.
• Example: “I’m so sorry this happened, we’ll fix it right away.”

3. Act

• Offer a solution immediately — remake food, comp item, move table, adjust bill.
• Empowered staff should resolve issues up to their limit without waiting for a manager.

4. Ask

• Confirm satisfaction.
• Example: “Did that take care of the problem for you?”

5. Appreciate

• Thank the guest for their patience and for bringing the issue to our attention.
• Example: “We appreciate you giving us the chance to make it right.”

• Food wrong or delayed: Remake dish, comp appetizer/dessert, provide updates.
• Drink mistake: Remake immediately, offer a replacement while waiting.
• Long wait times: Apologize, update ETA, consider offering a small comp.
• Rude guest interactions: Stay calm, get Manager on Duty if escalation needed.
• Facility issues (dirty table, restroom): Correct immediately, apologize, thank the guest.

• Comp Authority:
  • Servers/Bartenders: Up to $10 value
  • Shift Leads: Up to $25 value
  • Managers: Unlimited within reason

• Documentation:
  • Serious complaints must be logged in the Incident Reporting system.
  • Note what was done to resolve the issue.

• Follow-Up:
  • Managers should check in before the guest leaves to confirm satisfaction.
  • For major incidents, offer contact info or future discount.

• Positive, empathetic, solution-focused.
• Avoid blame or excuses.
• Examples:
  • ✅ “Thank you for your patience, here’s what we’ll do to make it right.”
  • ❌ “That’s the kitchen’s fault, not mine.”

• A poor experience can turn into a loyal guest if resolved well.
• Word-of-mouth about recovery spreads as much as the mistake.
• Great recovery reinforces McFiler’s and The Hub as safe, welcoming, guest-focused spaces.

✨ Remember: Guests will forgive mistakes, but they won’t forgive being ignored. Quick, genuine recovery is the difference between losing and keeping a customer.