BARTENDING5 MIN READ
Listen before you remake
Use active listening to identify what a guest needs before choosing a recovery action.
Guest G bar guest R Reflect C Clarify S Summarize The complaint 20 sec Scene The guest says the old fashioned tastes like sugar water. A technically correct drink can still be the wrong drink for the guest. Active listening 1 min Listen, then solve Reflect -> clarify -> summarize -> offer
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