Use the correct discount type, record why it was used, and monitor patterns. Overuse increases costs and signals training or process gaps.

💁‍♀️ Customer Relations (CR) Discounts

Purpose: Fix problems that negatively impact the guest or the business.

• Incorrect item sent
• Missed modifier or allergy error
• Long ticket times or inadequate service
• Employee waste or remake needed

Documentation required: Note the table, item, root cause, and responsible step.

Manager review: Track by employee and shift to spot patterns.

👨🏻‍🎓 Promo Discounts

Example: Happy Hour items are sold below POS price to increase sales.

Purpose: Build loyalty and create remarkable experiences. Treated as a marketing expense.

• Comp a dish to introduce a new item to a frequent guest
• Targeted promo for occasions or service recovery beyond CR scope
• Programmed price reductions (e.g., Happy Hour) also fall here

Documentation required: Note the guest context and intent (loyalty, trial, goodwill).

Manager review: Validate that usage aligns to our mission and budget.

When to Use Which

• Use CR when we are correcting a mistake or operational shortfall.