What should a server do when a guest expresses dissatisfaction?

When a guest expresses dissatisfaction, a server should listen actively and take corrective action because this demonstrates a commitment to customer service and helps to address the issues the guest is facing. Active listening involves paying attention to the guest, acknowledging their concerns, and asking clarifying questions if necessary. By doing so, the server validates the guest's feelings and shows that their satisfaction is important.

Taking corrective action means addressing the specific complaint or issue at hand, which might involve offering a replacement dish, providing a discount, or otherwise making amends. This approach not only aims to resolve the immediate problem but also has the potential to improve the overall dining experience for the guest, leading to a more positive outcome.

Guests appreciate when servers engage with them to resolve issues rather than ignoring them or suggesting they leave. Additionally, changing the server for that table may not always be a viable solution, as it could lead to further confusion or dissatisfaction. Hence, addressing the issue directly with active listening and prompt corrective measures is the most effective way to ensure guest satisfaction.