false expectation Archives - Shep Hyken

Inconsistent Experience

The other night my wife and I went out to dinner. The customer service was quite good and the food was excellent. However, we might hesitate before going back. As we were seated, I noticed one of the other guests had a delicious looking entrée. I asked the server about it and he said it was jambalaya, which is a Cajun rice dish with sausage, shrimp, and several other savory ingredients. So, I ordered it. When it came out, it was less about rice and more about sauce. And, there was a large amount of seafood, chicken, and sausage. It looked different that the other guest’s entrée, but it was delicious. The owner came over and I commented how delicious it was. I also mentioned that it had more sauce than expected. I wasn’t complaining. I was complementing the chef, so I thought. (more…)

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