Raising Cane's Certified Trainer Practice Test

How should you handle a guest who complains about long wait times?

Acknowledge, apologize, and ignore the guest.

Acknowledge and apologize, but do not provide an update.

Acknowledge, apologize, provide an estimated wait, offer updates, and consider a courtesy if appropriate.

When handling a guest who complains about long wait times, the focus is on empathetic, proactive service that manages expectations and preserves goodwill. Start by acknowledging the concern and offering a sincere apology, which shows you care about their experience. Then share a realistic estimated wait time and commit to keeping them informed with updates as the situation changes. If appropriate, offer a courtesy or small gesture to show appreciation for their patience. This combination demonstrates ownership, communicates transparency, and helps prevent frustration from escalating.

In this situation, simply ignoring the guest after acknowledging them misses the opportunity to support and reassure them. Not providing any update leaves them in the dark and increases dissatisfaction. Telling them to come back later avoids addressing the immediate concern and can feel dismissive, risking a lost sale and negative impression.

Tell them to come back later.