L.A.S.T: Turn Mistakes Into Trust

Your biggest tip won't come from a perfect night, it comes from fixing a disaster.

Most servers panic when they forget an order, but the pros know the secret code

is L.A.S.T. Listen, Apologize, Solve, Thank.

When a customer is mad, stop talking and actually listen. Then,

apologize without being defensive. Never blame the kitchen or the computer. Just say I forgot,

that’s on me. Next, solve it instantly. Rush the food or comp the bill.

Finally, thank them for their patience. Here is the wild part.

Psychology proves that if you fix a massive screw-up perfectly, that guest will