A customer was waiting for 30 minutes to be seated at a busy restaurant. She finally approaches the manager, who is talking with a server near the kitchen door. She angrily asks if the restaurant wants customers, states how long she has been waiting, and gestures at the empty, but dirty, tables. The manager smiles broadly, says, "Follow me,” and leads her to a table. What step did the manager fail to take? Let the customer vent. Begin with a positive attitude. Demonstrate that you understand. Be empathetic to the customer.
