What should servers do when a guest expresses dissatisfaction?

When a guest expresses dissatisfaction, it is crucial for servers to listen attentively and find a solution. This approach conveys to the guest that their feelings and concerns are valued and taken seriously. An attentive ear can often help de-escalate frustration, as guests feel acknowledged and understood.

Taking the initiative to find a solution demonstrates commitment to customer satisfaction and encourages positive experiences even in adverse situations. This can involve asking clarifying questions to fully understand the issue, apologizing for any inconvenience, and offering a corrective action, such as a replacement dish, a discount, or any other gesture that aims to remedy the situation. By addressing the concern directly, servers not only enhance the dining experience for the guest but also contribute to the establishment's reputation for excellent service.