RAS Website

Overview

Complaints are inevitable — poor recovery isn’t. Great recovery protects reviews, repeat visits, and team morale.

Key takeaways

Speed matters.
Empathy first, then solutions.
Resolve in public, discuss details in private.
Log issues so you fix root causes.

LEARN framework (step-by-step)

L — Listen
E — Empathise
A — Apologise
R — Resolve
N — Notify (log + prevent)

Resolution options (what to offer)

Remake/replace
Comp a dish
Offer dessert/drink
Discount
Refund (when appropriate)

Escalation rules

🛡️

Escalate to manager immediately if: allergy risk, safety issue, abusive behaviour, or high-value comp.

Logging & learning loop

Tag complaint type (food/service/value/cleanliness)
Track frequency
Fix top recurring issues first

Scripts

Quick script (copy/paste)

“I’m sorry this happened. Thank you for telling us. Let me make this right — would you prefer [option A] or [option B]?”

Checklists

Listen without interrupting
Apologise + empathise
Offer solution options
Follow up after fix
Log issue + owner