- We still believe the customer is always right (even if they're not), so it's often best to apologise and look at the bigger picture.
- Don't immediately assume the customer is wrong.
- Train staff not to create conflict, and to understand their position. They must be able to detach themselves from the emotion of a situation.
- Try to appease the customer. However, if they simply dislike the dish they've ordered, offer an alternative but let them know you will charge for it.
- Transform defeat into victory by making the guest feel special. A glass of Champagne delivered by the owner will go some way to showing you want to rectify the problem.
- If you really are to blame, make the whole meal complimentary. The guest will feel indebted to you and may well return.
Mark Fuller, restaurateur and joint-proprietor, Embassy restaurant, London, and Inn on the Green, Berkshire