When you have a guest that complains about food or service, you should be understanding of the guest's situation and quickly correct the problem using HEARD, which stands for:
a) Hear, Explain, Apologize, Resolve, Document.
b) Help, Evaluate, Acknowledge, Resolve, Demand.
c) Halt, Explain, Acknowledge, Revise, Document.
d) Hold, Evaluate, Acknowledge, Reflect, Detail.
