What is the proper way to handle a mis-ordered item?

• A. Ignore the mistake.
• B. Blame the guest.
• C. Apologize, correct the order quickly, and verify satisfaction with guest.
• D. Ask the kitchen to redo the order later.

Answer: (C)

When something goes wrong with a guest’s order, taking ownership and focusing on recovery is essential. Start with a sincere apology to acknowledge the mistake and show you care about their experience. Then move quickly to fix it by getting the correct item prepared and delivered as fast as possible, prioritizing the guest’s satisfaction. Finally, check back to verify they’re happy with the fix and to address any further needs. This approach minimizes disruption, rebuilds trust, and leaves the guest with a positive impression.

Choosing to ignore the mistake, blame the guest, or delay the remedy wastes the opportunity to recover the experience and can increase frustration or dissatisfaction.