Service Standards

WHATIS L.A.S.T.?

A =APOLOGIZE

T =THANKS "Thank you so much for bringing

"We are very sorry” “We sincerely apologize”

this to our attention”

Never argue with a Member/guest

Never ignore a complaint, no matter how small you think it is Always inform a manager immediately after any Member complaint Never say, “No.” Our goal is to not refuse a Member/guest, let them tell us,“No.”

L =LISTEN

S =SOLVE

"Yes, Sir/Ma’am” “I understand…”

"We will rectify this issue immediately”