Much as we may try to keep all our guests happy, there will be times when you receive complaints. Complaints should be welcomed, because they provide us with useful insight into how our guests see us, and may help us prevent additional dissatisfaction in other guests. The way in which we handle a complaint can determine whether we inspire increased brand loyalty from that guest, or lose them forever.

At METROWEST GROUP, we encourage all our employees to approach complaints using the acronym BLAST:

...that the guest is telling you the truth. Do not ask them for a receipt; do not ask them who took their order; do not express any opinions about the validity of their complaint. If the guest feels that they are under suspicion of lying, nothing else you do will satisfy them and they will probably not return.

...to everything the guest has to say. Allow them time to speak and do not interrupt them. You may often feel at this point that the guest is exaggerating or misrepresenting the facts: do not correct them. Sometimes waiting 6 minutes for a TenderCrisp to cook may feel like longer to a guest who sees other guests come and go while they wait.

...for their inconvenience.

...the problem in a way that satisfies the guest. The worst thing you
can do is to duck out of handling a complaint halfway through the process,
and call for someone else to take over. All METROWEST GROUP employees are
empowered to replace food items up to $5.

...the guest for bringing their concern to your attention.

I have read and understand this policy and agree to follow the same. I understand that any violation(s) of this policy may result in the immediate termination of my employment, with no additional progressive discipline steps. IN WITNESS WHEREOF, the undersigned have caused this policy document, prefaced by the title "ATTENDANCE POLICY" to be executed to take effect as of the date indicated