When addressing a guest complaint about order accuracy, what is the correct sequence of steps?

• A. Ignore the complaint, adjust the order, and walk away.
• B. Listen, apologize, acknowledge, correct the order promptly, and offer a remedy or compensation if appropriate; document for coaching.
• C. Blame the kitchen, then apologize.
• D. Tell the guest to wait while you finish other tasks.

Answer: (B)

When a guest brings a complaint about order accuracy, the goal is to respond with empathy, ownership, and a prompt resolution. The best sequence is to listen to the guest without interrupting, apologize sincerely, acknowledge what happened, correct the order promptly, and then offer a remedy or compensation if appropriate, followed by documenting the incident for coaching. This approach shows the guest that their experience matters, stops their frustration quickly, and restores trust by taking immediate action. It also creates a record that helps the team prevent similar issues in the future.

Other approaches fall short because they ignore or delay resolution, place blame, or put the guest through unnecessary waiting, all of which erode the guest’s trust and satisfaction.