This quick guide outlines the expectations and standards for handling customer or Patient complaints and managing drink remakes. How we respond in these moments defines our professionalism more than when things go perfectly. Mistakes will happen. How we respond is what builds loyalty. All of these behaviors should be top-of-mind during every shift.

 

 

😌 Stay Calm & Present

When a Customer or Patient approaches with a concern:

  • Stop what you are doing (if safe to do so)
  • Make eye contact
  • Keep your posture open
  • Listen without interrupting
  • Maintain a calm and respectful tone

Never argue. Never become defensive. Never blame another team member. The goal is resolution — not explanation.

 

 

👂 Listen First

Let them fully explain the issue.

Use phrases like:

“I’m sorry about that.”
“Thank you for letting me know.”
“I appreciate you bringing that to our attention.”

Do not correct them mid-sentence.
Do not minimize their concern.

Even if you believe the drink was made correctly, their experience is what matters most.

 

 

☕ If the Drink Tastes Wrong

Common complaints:

  • “This tastes too strong.”
  • “This is too sweet.”
  • “I ordered oat milk.”
  • “This was supposed to be iced.”
     

Response Standard:

  1. Apologize.
  2. Confirm the issue.
  3. Offer immediate remake.

Example:
“I’m so sorry about that. Let me remake that for you right away.”

No hesitation. No debate.

 

 

🔁 Drink Remake Policy

We remake drinks when:

  • The order was entered incorrectly.
  • The drink was made incorrectly.
  • The guest is clearly dissatisfied with taste.
  • A modifier was missed.
  • Milk type or temperature was wrong.

If you notice someone abusing this policy, please let the shift lead know right away. 

 

 

📝 Remake Procedure

When remaking:

  1. Take the incorrect drink back if appropriate.
  2. Confirm the correct order verbally.
  3. Write the corrected order clearly on a new cup.
  4. Verbally communicate remake to the bar team.
  5. Prioritize the remake in production.

Remakes should be made quickly and correctly the second time.

 

🧾 Square POS Adjustments

  • Create a new transaction with all order information. 
  • Use discount labeled Smiles and Cries
  • Document reason is required in notes.

     

⚠️ If a Guest Is Upset or Escalating

If tone becomes aggressive:

  • Stay calm.
  • Lower your voice slightly.
  • Do not mirror their frustration.
  • Involve the Shift Lead or Manager if needed.

Never argue. Never match volume. Your calmness controls the room.

 

🚫 Non-Negotiables

  • Always listen fully before responding.
  • Never argue with a guest.
  • Always offer a solution.
  • Remakes are prioritized.
  • No eye-rolling, sighing, or visible frustration.
  • If unsure, involve leadership.

     

🤝 Why This Matters

People don’t remember small mistakes. They remember how they were treated when something went wrong. A fast, calm remake can turn a frustrated guest into a loyal regular.

Handle it quickly.
Handle it kindly.
Fix it the right way.

That’s how we protect the experience.