AI assistant · N5 Complete system
Service Error Recovery Procedure Builder for Restaurants
Pick at the top what went wrong —a kitchen error, a service error, a billing error, a delay, a delivery or a booking— and out comes the floor procedure for THAT moment, written in the voice of world-class hospitality: the seven moments, from approaching and listening all the way through to seeing the guest off well, with their clock; the lines that care next to the ones that harden; who solves without asking permission and how far; what is NOT done and the escalation line.
N5Complete system
Several chained pieces you install and operate over time, with their review cadence. It changes how the business runs, not one decision.
◆ This assistant 117 of the 170 published assistants are at this levelIs this for you?
What it does and what you get
- The mistake has happened; what decides whether that table comes back is how the guest feels in the first two minutes, and the person facing them is almost never the owner.
- Most protocols fix the plate and forget the person: they answer fast but do not listen, apologize with office formulas and let the guest leave with the bill and a bad memory.
- This assistant builds the SHORT procedure a real team applies with warmth: approach, listen all the way through, name what they feel, apologize without excuses, solve it with them, come back to check and see them off well, with ready lines in your house tone and the autonomy in money to act without calling the boss.
- And it adapts to how you serve: at the table, at the counter and on delivery the clock and the channel change; the warmth does not.
What you end up with
The floor procedure in seven moments —from approaching and listening all the way through to seeing the guest off well— plus the leader's gesture, adapted to your service mode; the frequent-mistakes table with what the guest feels, what is done now, the line and the compensation; the phrase bank in your house form of address, the line that cares next to the one that hardens, with three hard situations; the digital script with the A/B/C compensation menu; what is NOT done; the three-rung ladder with its autonomy panel — and the house graphic document (six to eight A4 pages, signed «Created by MASTERESTAURANT») with the pass card, printable and readable on a phone.
EXAMPLE This is what you getAn example built with Sazón de Origen, one of the house's fictional businesses.Not your data: your result is built with YOUR restaurant's.See the full example →Sample result
The owner asked this: «We are Sazón de Origen, two locations in Medellín. On Thursday a lady got her sancocho lukewarm and the server explained that at that hour "that's how it comes out"; she paid, left without a word and hasn't been back. I want my team to handle a kitchen mistake with warmth: the guest should feel heard, we should fix it well and she should leave happy.»
| Step | Measurable standard | Critical point |
|---|---|---|
| 1 · Approach | At the table within 30 seconds | At her eye level, on her right, no notepad in hand |
| 2 · Listen all the way through | The guest finishes speaking without a single interruption; you ask «what else?» before offering anything | You don't explain the kitchen or defend the dish |
| 3 · Name what she feels | One line, in under 10 seconds, that names the moment that got spoiled | With the concrete fact, no big adjectives |
| 4 · Apologize | In the first person and with the fact: «I'm sorry: your sancocho arrived lukewarm» | No excuses, no one to blame |
| 5 · Solve it with her | Two ways out with their real minute, within 2 minutes, and she chooses | If the same dish takes more than 8 minutes, you also offer one that comes out sooner |
| 6 · Come back | After two bites of the new dish, a real question | If it still isn't right, you call the floor manager right then |
| 7 · See her off well | Before the bill: thank her for saying it, tell her what the kitchen did and invite her back | The badly made dish is not charged, and the guest doesn't have to ask |
The golden rule: listening is never skipped, not even with six tables going at the peak —you shorten the line, not the attention—; and solving does not ask permission below the ceiling. The new dish is the proof that we took her seriously, not the apology.
| Moment | The line that cares | The line that hardens, and why |
|---|---|---|
| Approach | «I'm here. Tell me, what happened?» | «Everything OK?» · she answers «yes» and the complaint arrives with the bill |
| Name what she feels | «I understand: it wasn't what you expected.» | «Relax, these things happen» · belittles what she feels |
| Apologize | «I'm sorry: we didn't serve you the sancocho the way it should be, and you came for it.» | «We apologize for any inconvenience caused» · sounds like paperwork and names nothing |
| Solve it with her | «I'd suggest two things and you choose: a freshly served one in 4 minutes, or the bandeja, which comes out in 8.» | «Let me see what I can do» · says neither what nor when |
| Come back | «How is it now?» | «It's fine now, right?» · asks for the answer you want to hear |
The ones never used in this house: «That's how it comes out at this hour» tells her that her complaint does not count; it becomes «You're right to tell me: that's not the sancocho we serve». «That's the kitchen's fault» splits the house in two in front of her; it becomes «The head chef already knows and is looking into it».
Every line is said in under 10 seconds, looking her in the eye, in Medellín's warm, formal «usted».
Still upset after the new dish — «I can see it still isn't right, and that matters to me. I'll ask our floor manager to come and look after you personally.» The floor manager is at the table in 2 minutes; the server stays until they arrive.
Says she doesn't want anything — «As you prefer. Thank you for telling me: the kitchen will check it this very day so it doesn't happen to anyone else.» You don't insist. The dish is not charged and the case is logged all the same.
Raises her voice — «You have my full attention. Tell me, I'm listening.» You lower your own tone and never ask her to calm down; if the next table is watching, you offer to carry on the conversation calmly.
What is NOT done: arguing about the dish or correcting the guest; explaining the kitchen at the table or blaming a teammate; interrupting her to get to the solution sooner; promising a minute the kitchen didn't confirm; charging for the dish that went wrong, even if she ate it; hiding the mistake or not telling the head chef; scolding whoever reported a mistake.
Illustrative example generated with a fictional restaurant. Not a promise of results, not a client case.
This is 3 of 5 parts. Behind the wall is the leader's gesture: the three gestures the floor manager can make before the bill, with what each one costs, and the three-rung ladder with each role's money ceiling and the filter question. And there are the two forms filled in during the shift: the FOR-SAL-24 pass card, for the pocket and the phone, and the FOR-SAL-04 log in its version 1.1, with the boxes that give the two figures read at 30 days.
See the full example — free accountWorks with these AIs
How to use it
Which of your data it uses
This assistant works with 8 of the 24 fields in «My Restaurant», among them Restaurant name, Business type and Active sales channels. It does not ask out of curiosity: these are what make the answer speak about YOUR scale instead of an industry average — the same calculation on a business of another size returns a number you cannot decide with.
You fill them once and they apply across the library, so the second assistant you open already starts with them in place. Whatever you leave blank, the assistant asks for one thing at a time instead of inventing it, and says so before answering, so you know what it is working from.
Always up to date
Every assistant carries a visible version and date. When an AI changes how it works, the assistant's version goes up and you see what changed.
v1.4.02026-09-25Diego: «it is too basic, the lines too harsh, it needs to be kinder, more understanding, more focused on understanding and listening to the guest and solving it to make sure they leave well». The role becomes a world-class director of hospitality and the method puts the person before the plate: listen all the way through, name what they feel, an apology that takes ownership, solve it with them and not for them, check back and take care of the goodbye; service mode, ceiling and ladder stay as what gives warmth permission to act. The procedure goes from four moves to seven moments; the phrase bank shows the line that cares next to the one that hardens, plus three hard situations; a warmth test is added before delivery. One claim is corrected: a good recovery raises satisfaction, but research does not support that on its own it makes guests come back more. New example with Sazón de Origen: SOP-SAL-03 v2.0, in the examples folder.v1.3.02026-08-27It absorbs the other six protocol cards in c31 —kitchen, service and billing errors, delays, deliveries and bookings— plus the service recovery protocol. They are the same floor procedure with a different incident in front: the four moves do not change; the clock, who faces the guest, the cap on what is replaced without asking and how the apology travels do. That now lives in the selector's per-option rules.v1.2.02026-08-25Body rewritten to pay down duelo debt: it scored 68.8 out of 90.0 with two signals at ZERO. `cifras`, because a procedure played on the clock —«under ten seconds», «reply fast», «before dessert»— had all its times spelled out in words, and a figure in letters is not a figure: the clock is now stated as 10 seconds, 1 min, 10 minutes, 15 min and 30 days, which is what the team can actually meet. And `lexico`, because the card costed compensations without ever naming contribution margin, waste, average ticket or the order ticket, which is what the trade calls what it was already doing. `arraigo` also measured 0 fields in the work sections: the eight «fields» were declared in YOUR RESTAURANT while the TASK spoke of «my house» and «my mode» without naming them again; the TASK is now six numbered steps that tie the autonomy ceiling to «ticket_promedio» and the service mode to «canales_venta». The SUPUESTO: line is added for the complaint percentage and the cost of a compensation, which the house does not hard-code. Rises to 94.2.v1.0.02026-08-18Initial version, commissioned directly by Diego (2026-08-18): the FLOOR procedure that was missing next to the board. Its written boundary: the board (MPV-0925) measures the system — capture, minutes, costs, return —; THIS procedure trains the hand at the moment of the mistake, short and graphic, adapted to the service style already living in My Restaurant (business type + channels). Money caps are not duplicated: they are inherited from the board's scale.v1.1.02026-08-18Second round from Diego's direct review ('too basic and incomplete […] more powerful and expert', with his graphic-documents MASTER PROMPT as the bar): the role rises to world-class consultant with the real frameworks (service recovery paradox, repair and surprise, capped empowerment), the formal/casual address, the A/B/C compensation menu with costs, the digital script and the filter question come in, and the deliverable grows to the house GRAPHIC DOCUMENT (6-8 A4 pages) with the pass card. The signature becomes 'Creado por MASTERESTAURANT' — no personal names. The visual system does not travel pasted here: it lives as a single dato (datos/documentos_graficos.json) attached by the runtime — fixing it once fixes it for every builder ficha.Included in the always-growing library
Access to every published assistant, adapted to your AI and personalised with your restaurant's data, updates included.
