How should you handle a situation where a customer orders a dish that is sold out?

Offering a substitute dish and a discount with an apology is the most effective way to handle a situation where a customer orders a dish that is sold out. This approach directly addresses the customer's immediate concern by providing an alternative, which demonstrates a commitment to customer service and satisfaction. By offering a discount, you show that you value the customer’s experience and are willing to go above and beyond to make up for the inconvenience caused by the item being unavailable.

This method not only maintains customer goodwill but also enhances the overall dining experience, encouraging the customer to return in the future. It acknowledges the customer’s disappointment while also providing a tangible benefit, which can help mitigate their dissatisfaction.

In contrast, simply ensuring the customer knows it won't happen again lacks a proactive solution to their current issue. Asking the chef to apologize may not be effective since the customer is more likely to appreciate a direct gesture from the server. Having the manager apologize and offer a discount could also be a suitable approach, but involving management for what can be resolved at the server level may slow down the response and could frustrate the customer further. Therefore, offering a substitute dish along with an apology and discount is a well-rounded strategy that emphasizes prompt and effective customer service.