Conflict Resolution: Apologize- Step 4

This is an excerpt from the complete guide on "How to Deal with Angry Guests" that is available for FREE download at this link https://www.thegmcoach.com/free-training

“Never ruin an apology with an excuse.” ― Benjamin Franklin

At the point of dealing with the angry guest, the conversation is deep and you have all but turned the guest or employee around. You just have to run down the clock and are close to putting a check in the ‘W’ column. However, a poorly executed act of remorse could lose the game in the final seconds. In dealing with upset and/or angry people this is how one should properly apologize.

In the LLEARN Model "A" is for apologize

• Use I statements. “I apologize…” and not “My apologies…”
• Do not blame another department for what went wrong. It’s best to delete the word they from your vocabulary. Don’t say it’s the kitchen, the food runner, the hostess, the service assistant and/or the manager/owner. It is always the very best practice to simply apologize using an I statement. You are in fact the one standing or kneeling tableside right in front of the guest. 
• Do not make excuses or try to logically reason your way out of this by saying we are short-staffed, the delivery truck is running late, etc. The guest does not care. All they want is the be heard and for you to understand them. Then, fix the issue at hand, and apologize, pronto.

Real-life examples: 

“I apologize.” 

“I am so sorry that this happened.”

“Our goal is to provide the best dining experience, ever and I am so sorry that we were not able to make this happen.”

“I am so sorry, this is my career and I want to put my best foot forward.”

“I deeply apologize for (fill in the blank)....”