Answer:

As much as we might not like it, dissatisfied guests are a part of our daily reality. I have had clients tell me that what they offer a dissatisfied

guest depends upon how much the guest has eaten or how upset they are. I do not think that is the right direction to take.

I believe the best way to handle a guest in this situation is to turn it into a

marketing opportunity. This approach is called "Buy now-Buy later." I recommend

that when you come upon a guest who is unhappy with what they ordered you remove it, apologize and take the cost of the item off the bill.

Then run by the table with something else for them to eat. Finally, make

certain to give them a gift certificate to receive a like item on their next visit.

Having a dissatisfied guest leave happy and with an invitation to eat free

when they visit again is a good way to ensure they do come back again. And,

I bet when they do, they will not be alone, so the cost of what they get to order free is covered by the one or two people who accompany them.