Megan, my best advice for you as far as "telling people off" but in a nice way is to NOT do it. They will realize what you're doing and complain if they're really hotted off. Calmly tell them you understand why they're upset, apologize for the mistake/inconvenience, offer to make it right at no charge, and thank them. Just like you did with the guy crushing his burger-remember, the customer is always right. And when the customer's wrong, they're still right-or at least you have to make them think they are. The worst is when someone orders something other than what they wanted, and then blames you for it. In that case, you could say "Oh, I'm sorry, I had down that you ordered a bacon-double cheeseburger (or whatever you think they ordered)." then if that's really what they ordered, usually they'll realize their mistake, and order something else (and pay for it too). If they really ordered a grilled chicken sandwich, they'll tell you that too, and then you can just help them get what they wanted. Repeating their order back usually helps with this too-like the guy who wanted his burger plain, it shows that you have it in the computer the correct way. Never, ever, blame the kitchen or other co-workers by saying "oh, I had it in the computer correctly, but THEY must not have gotten that"-it shows that you are unwilling to take responsibility (even if it isn't your fault). I would have done exactly what you did, and just offer to make his order right. Great job!!! |