Complaint recovery pocket deck
Recall active-listening moves that turn a drink complaint into a clear recovery action.
comparison battlecard What is the first line after 'this drink is wrong'? Reflect the experience: 'You expected X, and this is tasting like Y.' Reflection lowers defensiveness and tells you whether you understood the complaint. Which clarification helps more? Offer clarifying choices that map to a practical remake. They say: 'I just do not like it.' Vague dislike The guest cannot name the technical issue. Your line No problem. To get you something better, do you want brighter and lighter, less sweet, or more spirit-forward? Do not force the guest to become a cocktail judge. It gives accessible preference choices…
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