What should servers do if they don't know the answer to a customer's question?

Servers should prioritize providing accurate information to customers, and if they don't know the answer to a question, the best approach is to politely inform the customer that they will find out. This shows professionalism and a commitment to excellent service. By checking with a manager or kitchen staff, the server ensures that the customer receives reliable and correct information. This method also helps build trust with the customer, as they see that the server is taking their inquiry seriously and is willing to go the extra mile to assist them.

In contrast, guessing the answer could lead to misinformation and potentially disappoint or confuse the customer, which undermines the service experience. Telling the customer to wait while finding the answer without any assurance may come off as dismissive and unprofessional. Avoiding the question entirely and changing the topic fails to address the customer's needs and can leave them feeling frustrated or ignored. Thus, seeking accurate information proactively is essential for maintaining high service standards and customer satisfaction.