THE FIVE A’S FOR EFFECTIVELY ADDRESSING MISTAKES Awareness—Many mistakes go unaddressed because no one is even aware they have happened. If you’re not aware, you’re nowhere. Acknowledgement—“Our server had an accident, and we are going to prepare a new plate for you as quickly as possible.” Apology—“I am so sorry this happened to you.” Alibis are not one of the Five A’s. It is not appropriate or useful to make excuses (“We’re short-staffed.”) Action—“Please enjoy this for now. We’ll have your fresh order out in just a few minutes.” Say what you are going to do to make amends then follow
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