Five A's Mistake Recovery Protocol

“THE FIVE A’S FOR EFFECTIVELY ADDRESSING MISTAKES Awareness—Many mistakes go unaddressed because no one is even aware they have happened. If you’re not aware, you’re nowhere. Acknowledgement—“Our server had an accident, and we are going to prepare a new plate for you as quickly as possible.” Apology—“I am so sorry this happened to you.” Alibis are not one of the Five A’s. It is not appropriate or useful to make excuses (“We’re short-staffed.”) Action—“Please enjoy this for now. We’ll have your fresh order out in just a few minutes.” Say what you are going to do to make amends then follow through. Additional generosity—Unless the mistake had to do with slow timing, I would instruct my staff to send out something additional (a complimentary dessert or dessert wine) to thank the guests for having been good sports. Some more serious mistakes warrant a complimentary dish or meal.”

“Instead, take the initiative: 1. Respond graciously, and do so at once. You know you’re going to resolve the mistake eventually. It’s always a lot less costly to resolve the matter at the outset. 2. Err on the side of generosity. Apologize and make sure the value of the redemption is worth more than the cost of the initial mistake. 3. Always write a great last chapter. People love to share stories of adversity. Use this powerful force to your advantage by writing the closing statement the way you want it told. Use all your imagination and creativity in thinking about your response. 4. Learn from the mistake. Use every new mistake as a teaching tool with your employees. Unless the mistake involved a lack of integrity, the person who made it has actually helped your team by providing you with new opportunities to improve. 5. Make new mistakes every day. Don’t waste time repeating the old ones.”