Meyer resolves service mistakes using awareness, acknowledgment, apology, action, and generosity
Danny Meyer · #115 Danny Meyer: Hospitality and Humanity · Jul 13, 2021 · at 50:58
Restaurateur Danny Meyer explains his 'Five A's' operational management framework for training staff to address service errors and build customer goodwill.
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“So the five A's of mistake making are be aware. That's the first one. If you're not aware, you're nowhere. I've made many, many mistakes that I didn't even know I made, and the person on whom I made the mistake might have been carrying around a bad feeling for years. I mean, I've walked by tables in our dining room and inadvertently knocked into someone's menu that then knocked into their champagne glass that then spilled on their lap and didn't even know I had done it. I was unaware I had done it until a waiter sheepishly came up to me to say Danny, you just spilled on table 44. So, first thing, be aware. Number two, acknowledge it. Number three, apologize for it. You wouldn't believe how many people, when they make a mistake, they try to hide, they try to run, they deny, they blame someone else. No, that's just not how you do it. So fourth, act on it. In other words, fix it. And number five, apply additional generosity.”
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