What should FOH staff do if a customer is dissatisfied?

When a customer expresses dissatisfaction, the most appropriate action for Front of House (FOH) staff is to provide a solution or escalate the issue. This approach is crucial in ensuring customer satisfaction and maintaining a positive dining experience. By addressing the customer's concerns directly, FOH staff demonstrate that they value the customer's feedback and are committed to resolving any issues.

Providing a solution could involve offering a replacement meal, a discount, or any other form of compensation that acknowledges the customer's experience. If the staff member is unable to resolve the issue on their own, escalating the matter to a manager or a more experienced staff member ensures that the customer’s complaint is addressed thoroughly and appropriately.

This proactive approach fosters a welcoming and supportive atmosphere, encourages customer loyalty, and can even turn a negative experience into a positive one. Customers are likely to appreciate the effort made to accommodate their concerns, which can ultimately enhance their overall perception of the establishment.