Chapter 5

When something goes wrong, will I have time to think?

Lúc có chuyện, tôi có kịp nghĩ ra phải làm gì?

The chapter's question

If a customer reports stomach pain after eating at my restaurant, what is the first step?

Big idea

The response plan must be written in advance, because when it happens nobody has the headspace to design a process.

In this chapter

  1. Part 5.1

    Who Takes the Call

    When a customer calls to report something, who answers, and what do they write down?

  2. Part 5.2

    What to Preserve

    In the first three hours, what must I preserve?

  3. Part 5.3

    What to Tell the Guest

    What do I say to the customer in that first call?

  4. Part 5.4

    What Changes After

    After an incident, which step do I change so it does not repeat?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of No Day You Can Get It Wrong is free to read right here.

Read in Conan School

Chapters of No Day You Can Get It Wrong

  1. 1.Is the dirtiest corner really the most dangerous one?
  2. 2.It feels cold, but is my fridge really safe?
  3. 3.Clean ingredients, so how do guests still get sick?
  4. 4.If it isn't written down, did it happen?
  5. 5.When something goes wrong, will I have time to think?