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Appreciation post: a regular at the diner on Maple Street taught me a better way to handle complaints
I was working a breakfast shift last month when a customer sent back their eggs, saying they were cold. My first move was always to just get the cook to redo the plate. But this older guy at the counter, who comes in every Tuesday, leaned over and said, 'Ask if they want fresh toast too, because those are cold now as well.' I did, and the customer was really grateful for the extra thought. Now I always check the whole plate when something gets sent back, not just the main item. It takes maybe ten extra seconds and people notice. Has anyone else picked up a small tip like that from a customer?
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sageross4d ago
Had a guy send back a burger for being underdone once. Instead of just firing a new patty, I asked if his fries were still hot enough since they'd been sitting. He hadn't even thought about it, but they were soggy. Tossed a fresh basket in with the new burger. The look on his face was pure relief, like I'd read his mind. That tiny extra question changed the whole vibe of the complaint.
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david_rivera44d ago
Man, the real power move is when you start anticipating the complaint before they even make it. I saw a server once bring a new fork with a steak because the customer dropped theirs, before the guy even had to ask. It's like you're playing chess while everyone else is playing checkers. That extra bit of attention just shuts down the whole bad mood.
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That's just good service, not mind reading. People act like noticing a dropped fork is some kind of genius move. It's literally just paying attention to your job.
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