Have them proactively work at the 5 percent. If you run a restaurant, tell your servers to keep an eye on their customers’ plates. If somebody hasn’t eaten their food, notify a manager, who can visit the table and ask, “I noticed you didn’t eat your food—is everything okay?” That’s because dissatisfied customers often won’t say anything. It’s up to you to take the first step to check to see if there’s an issue that needs to be resolved.
