It's going to happen at some point in your career. You will serve a hot, fresh plate of chicken wings or potato skins or escargot and somewhere on the food will be something gross. In my years I've seen hair, flies, bone... even a finger from a latex glove. Here's how to handle it:
1. Remove the plate IMMEDIATELY
2. Apologize right away, and let the customer know you will RUSH a new order
3. If the meal took a long time to prepare, and the customer wants to wait for a new one, comp something. If you can, comp the meal. Otherwise a dessert or their drink. The dining experience shouldn't be ruined because of something that wasn't their fault
4. If the meal is quick or inexpensive bar food, you may not need to comp anything as long as you can replace their meal within minutes
5. If the customer has already finished most of their meal, and bringing a new meal isn't an option, you will have no choice but to take the order off the bill
FInd out what your bar's policy is and do what you can to keep your customers returning.
Good advice. Nothing worse than a hair in your food. (gag)
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