Part 1

The problem is not making a mistake, but it is how we recover from the situation. How should we react and what should we say?

Take the same approach as you would if you made the mistake. 

  • Stay calm. 
  • Control your facial expression (with or without a mask). 
  • Avoid making any gesture that might give an impression that you are annoyed, shocked or scared. 
  • Smile and say, “Oh I’m sorry, I’d love to shake your hand but our commitment is to your safety. Hopefully one day in the future we can get back to normal.

In this situation you may put your hands behind your back whilst talking to the customer.