What should FOH staff do if they accidentally make a mistake during a transaction?

Acknowledging the mistake, apologizing, and taking corrective action is the best approach for FOH staff when they make an error during a transaction. This method reflects professionalism and customer service, which are essential in a dynamic restaurant environment like Zaxby's.

By acknowledging the mistake, staff demonstrate accountability, which helps build trust and rapport with customers. Apologizing shows empathy, letting the customer know that their experience is valued and that the staff cares about rectifying any issues. Taking corrective action is crucial; it directly addresses the mistake and helps ensure that the customer leaves satisfied, potentially turning a negative experience into a positive one.

This approach encourages a positive atmosphere where customers feel respected and appreciated, which can lead to customer loyalty and repeat business. It also fosters a culture of learning within the team, as mistakes are addressed openly rather than ignored or hidden.