high standard of service Archives - Shep Hyken

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table. When it got there, it wasn’t prepared properly. On the next attempt, the food came out uncooked. The drinks were mixed up. And there were a few other issues, too. The manager came over and apologized profusely. Finally, it was time to pay the check. When my friend opened the leather portfolio there wasn’t a check. Instead, there was a note that read, “Thank you.” When my friend inquired about the check, the manager apologized again and said, “We hold ourselves to a high standard. You shouldn’t have to pay for anything less. We hope you give us another chance.” (more…)

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