I always speak with my guests with understanding, while never offering excuses. I have been that guest. When a manager visits my tables and starts explaining why my dining experience wasn’t what I expected it makes me feel like I’m not being understood. As managers we need to remember our guest wants us to fix the problem. Be on their side. What I did take from your article was a contingency plan. I usually approach a problem with what can I do to make this better, but I have never been equipped with the forethought that things could go wrong. I need to be ready for that. What I will approach a guest with in the future is a solution.
Tammy Perkins