Recovering from Service Mistakes with L.A.S.T.

Bad service doesn't ruin your reputation, bad recovery does. You just forgot table four's order

and they have been waiting thirty minutes. Do not blame the kitchen or make excuses.

Use the L.A.S.T. formula immediately. First, Listen and let them vent without interrupting.

Second, Apologize sincerely and take full blame. Third, Solve it by getting

the food out, or taking it off the bill. Finally, Thank them for their patience.

Here is the secret. Guests who have a problem that gets fixed perfectly often end up more

loyal than guests who never had an issue. Mistakes are inevitable, but being a pro

is a choice. Check out more, service recovery tips in our blog below.