What does service recovery mean in Cane's context?

• A. Immediately fix all issues permanently.
• B. Slowly address issues after peak hours.
• C. Quickly addressing a mistake to restore guest satisfaction.
• D. Ignore guest complaints.

Answer: (C)

Service recovery means turning a negative guest experience into a positive one by acting quickly to fix the mistake and restore satisfaction. In Cane’s, this is about promptly addressing any issue with an order or service, acknowledging the problem, apologizing, and correcting it right away—such as remaking a wrong item or adding missing items—while the guest is still present. The emphasis is on speed and courtesy to leave the guest feeling valued and satisfied, which protects loyalty and prevents negative impressions from lingering. Delaying or ignoring an issue undermines trust, whereas quick, compassionate recovery reinforces the Cane’s standard of guest-first service.