McFiler's / Hub Wiki

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====== 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.

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===== The Five A’s of Recovery =====
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.”

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===== Common Scenarios =====
  * **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.  

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===== Service Recovery Guidelines =====
  * **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|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.

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===== Language to Use =====
  * 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.”  

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===== Why Recovery Matters =====
  * 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.

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