A guest has been looking forward to one thing, and they order it with a smile. Then you have to say the machine is down or the item has run out. How do you deliver that news so that their visit is not ruined?
A guest snaps at you, says something unkind, and everyone in line turns to look. Your face gets hot, and you already know exactly what you would like to say back. What do you do in that moment instead?
A guest using a wheelchair cannot reach the kiosk. Another cannot hear you through the speaker. You want to help, but you are worried about saying the wrong thing. How can you offer support in a way that respects each person?
A guest has been standing at the kiosk for two minutes, tapping and frowning at the screen. Another is holding up a phone, asking why an offer will not work. Technology is meant to make things easier. What should you do when it does not?
The guest stares up at the menu. There is a line behind them, and they turn to you and say, "I don't know. What's good?" You want to be helpful, but you also want to keep things moving. So what should you say?
A guest walks in, tired after a long day, and looks up at the counter. You have about three seconds before they decide what kind of place this is. What can you say and do in those seconds to make them feel welcome?
A guest's order was wrong, and they are standing in front of you holding the bag. "Sorry about that," you say, but it comes out flat. They do not look any happier. What makes an apology actually feel like one?
A parent at the counter asks, "Does this have nuts in it? My son has an allergy." The line is growing, and you think you know the answer. But do you know for sure? In this moment, a confident guess is the most dangerous thing you could offer.
A guest reaches the counter with cold food, a wrong order, and very little patience left. Your first response can either lower the temperature of the conversation or raise it. Here is the process I use to understand the concern, offer an appropriate response, and learn from what happened.
