A loved one recently visited
McKendrick’s Steak House in Atlanta.
He ordered an appetizer
with a tuna steak on the side.
The tuna steak arrived overdone.
Good customer service
would be to apologize
and replace the tuna steak.
McKendrick’s Steakhouse, however,
provides great customer service.
When my loved one
brought it to the waiter, Antonio’s
attention,
Antonio immediately apologized,
took it off the bill
(my loved one didn’t want a replacement),
and offered him a free dessert.
Is your company
giving customers ‘free dessert’
when a mistake is made?
If not, why not?