BAR-PUB-MANAGEMENT5 MIN READ
De-Escalate the Waiting Table With BATNA
Use BATNA thinking to offer recovery options that respect guest interests and venue limits.
Guest G Frustrated table lead 1 Acknowledge 2 Options 3 Close Service recovery A guest demands the whole meal free after a 35-minute wait. The demand is loud, but the underlying interest may be fairness, time, or embarrassment. BATNA Negotiation lens BATNA: know the alternatives before choosing the offer BATNA thinking helps you offer recovery without handing the guest unlimited control. Panic Comp everything or refuse everything.
Read the full lesson
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in