Lesson 7 of 7 · Caring for guests

When the experience is not quite right

Listen, handle it clearly and follow through to the end

Do not wait until the guest is angry to care

A repeated glance toward the counter, a check of the receipt or the question “is my drink ready yet?” are all signs that the experience has a problem. Check right away, even if you do not yet know where the fault lies.

Five steps to handle it

1. Stop arguing and listen to the whole point. Do not interrupt to explain that the store is busy, the recipe is correct or someone else made the order.

Yes, I hear you. Please tell me which part of the drink is not right so I can check.

2. Repeat it back to confirm.

Let me confirm: you ordered 25% sugar but the cup is sweeter than you wanted, is that right?

3. Apologise for the specific thing.

I am sorry the cup did not match the sugar level you chose.

Do not use “if you feel that” because it makes the apology sound as if the fault lies in the guest's perception.

4. Say clearly what you will do and how long it takes.

Let me remake the cup at exactly 25% sugar. It should take about 4 minutes; I will bring it to you as soon as it is done.

Only offer solutions within your authority and the store's policy. If you need the shift leader, say clearly that you are asking the person in charge to help; do not make the guest tell the story from the beginning several times.

5. Follow through until it is closed. Check the replacement cup, hand it to the guest and ask briefly whether the problem has been resolved.

Here is your cup made at the right sugar level. Please check it for me. Thank you for giving us the chance to make it right.

When the fault is the waiting time

If you are already past the time you gave, state the real situation and the new time:

I am sorry, your order is later than the time I gave you. The cup is being finished and needs about 3 more minutes. I will follow the order and update you right away if anything changes.

Do not say “almost ready” before checking. A real time helps the guest decide whether to keep waiting or to look for another option.

When the guest only gives feedback

Not every piece of feedback needs a debate or a replacement drink. Thank them, ask more if you need to clarify and pass the information to the right person.

Thank you for telling me clearly. I have noted that the aroma of today's cup is lighter than last time and I will report it to the manager to check.

Do not promise “it will definitely not happen again” when you do not yet know the cause. Promise what you can do: note it, check and respond.

Take this with you. A good apology comes with an action, a specific time and someone who follows the matter to the end.