What does the LAST method stand for when dealing with difficult guests?

The LAST method stands for "Listen, Apologize, Solve, Thank," which is a structured approach aimed at effectively addressing the concerns of difficult guests.

Listening is the foundational step because it demonstrates that you value the guest's perspective and are open to understanding their situation. By actively listening, you can collect important information and show empathy towards their feelings.

Apologizing is equally important, as it acknowledges the guest's negative experience or concerns, even if the issue was not directly caused by you. This can defuse tension and create a more positive interaction.

The next step, solving the problem, focuses on finding a resolution or offering assistance to address the guest's issue. This not only emphasizes your commitment to customer service but also helps to restore the guest's trust in the organization.

Finally, expressing gratitude with a "thank you" reinforces a positive interaction. It shows appreciation for the guest's feedback and their patience during the resolution process. This can leave the guest feeling valued and respected, and may encourage them to return in the future.

In summary, the components of the LAST method work together to ensure that guests feel heard, respected, and satisfied with the response to their concerns.