How should a server respond to complaints regarding drink strength?

Listening patiently to a guest's complaint about drink strength is an essential part of providing good customer service. By taking the time to hear their concerns, the server shows respect for the guest's experience and fosters open communication. Assuring the guest that drinks are made according to standard recipes helps reinforce the professionalism and consistency of the establishment's service.

This approach not only addresses the guest's immediate concern but also emphasizes the importance of adhering to measured and responsible serving practices. It can ease the guest's mind by reaffirming that the drinks were prepared as intended, which might help them understand that variations in perception of strength can occur.

In contrast, apologizing and offering a refund could potentially set a precedent for complaints that don’t necessarily warrant such action, and changing the drink immediately without proper assessment may lead to further dissatisfaction. Dismissing the complaint would likely alienate the guest, compromising their experience and potentially damaging the establishment's reputation. By choosing to listen and assure, the server maintains professionalism and promotes a positive atmosphere.