When a guest reports a dish issue, what is a best-practice response?

• A. Blame the guest and do nothing.
• B. Offer a discount only, with no replacement.
• C. Apologize, offer to remake at the correct temperature, and ensure prompt replacement.
• D. Ignore and proceed with other guests.

Answer: (C)

When a guest reports a dish issue, the best-practice response is to own the moment and fix it quickly to restore trust and safety. Begin with a sincere apology to show you take their concern seriously. Then offer to remake the dish at the correct temperature, because proper temperature is essential for both safety and quality. Finally, ensure a prompt replacement arrives so the guest isn’t kept waiting and feels valued. This approach demonstrates care, upholds standards, and turns a problem into a positive dining experience. Blaming the guest or ignoring the issue undermines trust, while offering just a discount without solving the dish problem doesn’t address the concern or the safety guidance.