The Northside Church staff leadership team recently attended a seminar and heard Danny Meyer speak. The renowned restaurateur emphasized the importance of hospitality in the service industry. In his best-selling book, Setting the Table, Meyer discussed the importance of servant leadership.
Although flawless service is the goal of every restaurant, miscues inevitably happen. Meyer teaches his staff team “The Five A’s” of responding to mistakes.
- Awareness. Recognize a mistake has been made.
- Acknowledge. Claim responsibility for what has gone wrong.
- Apologize. Two of the most powerful words in the English language are “I’m sorry.”
- Act. Match words with action. Do your best to right the wrong.
- Apply additional generosity. Go the second mile with lavish graciousness.
Meyer states that mistakes grant the opportunity to “write a great next chapter” in a relationship when one strives to “make it right.”
“The Five A’s of Mistakes” are not only good advice for restaurateurs but also for Christians.