Guest recovery is an important facet of any business. At the
BBC we take guest recovery very seriously. We know that your patronage is what
keeps the lights on…and we are grateful to every guest we are given the opportunity
to serve. We believe in our product, and our service; however, sometimes things
are libel to go amiss. That is when guest recovery becomes important. At the
BBC we teach all of our people a simply rule LAST
Listen—listen to what the customer has to say…what problem they
are having
Apologize—always apologize for any inconvenience or problem
that is incurred.
Satisfy—Fix the problem, make it right with the customer by
offering more than they expect
Thank—Thank the customer for being patient, and bringing the
issue to your attention.
If you don’t use LAST it will be the last time you see that
customer. That is why we take customer service so seriously. We would like to take this opportunity to say
thank you to our customers. We love our product and we want you to love it too!
