Spills Happen

An established policy can turn accidental spills into opportunities to WOW your guests.

No matter how good your training program is and how careful your servers are, it's inevitable that the occasional dining experience includes one of those accidents that guests and servers dread...the spill. Typically, the spill is followed by a flurry of confusion about how the incident should be handled.

Apologies, wet cloths, and assurances that the cleaning bill would be paid eventually get rid of spots and stains. But the confusion and the server's embarrassment cause an even greater disruption of an otherwise pleasant dinner. Much of this can have been prevented with an established policy to turn the accident into an opportunity to WOW a guest.

The ABCDEF's of Spills

Apology

A sincere apology is the first step. Just not ten in a row. One apology when the accident occurs and one at the end of the meal is sufficient.

Bill

Paying the cleaning bill is expected, but keep convenience in mind. Set up a house account with a few local dry cleaners and provide your guests with a complimentary cleaning certificate. The guest takes the item to be cleaned, you get the bill. No hassle, no follow up phone calls, and no explanations necessary. Of course, if they prefer to use a different cleaner, offer to reimburse the charges.

Clean-Up

Do what you can to help, but beware of making a scene, or disrupting the entire party. If possible, offer to take the item from the table, or ask your guest if there is something special they would like to handle the stain. Keep club soda and a stash of stain treating sticks or towlettes on hand to provide.

Dessert

We all know that dessert is a sweet way to end the meal-- both literally and figuratively. Offer a complimentary dessert to your guest. You might tempt the rest of the party, too!

Extra Effort

The day after the accident occurs, send a written apology from the restaurant's owner or General Manager, along with a gift certificate to the restaurant. It doesn't have to be long or fancy, but should include information on the dry cleaning options and gift certificate. You can download a sample form letter to model.

Follow-up

A follow-up phone call from the owner or manager would be the icing on the cake. A brief message left on an answering machine to apologize once again and invite the guest to return would take just 30 seconds. You might think this is overkill, but in this day and age, service above and beyond the call of duty is rare. Give your customers something to talk about.

Accidents do happen, and luckily my coat was cleanable. Look for opportunities to WOW your guests. Turn them into raving fans and word-of-mouth ambassadors who will spread the word and return again and again.

Bill Main, FMP, FCSI, is a nationally-recognized author, foodservice consultant, and professional speaker. His goal is to help you define who you are, where you want to go, and the best way to get there. Bill Main & Associates offers a wide range of consulting services, resources and tools in the areas of strategic growth, marketing, menu, leadership, training, and management development.