Sunday July 23, 2023; 8:37 AM EDT
- The owner of the steakhouse said, "Somebody's not happy with the food. My staff knows to tell me immediately, I head to the table. I ask the customer, the customer explains. I say, 'Let me fix that right now.' I take the plate in my hand and put it behind my back -- now the thing that made the customer unhappy is out of sight. I say, 'Let me bring you the best steak in the house, on the house. I'll have it here in seven minutes. How would you like it prepared?' The customer tells me, I head to the kitchen with the plate, I walk immediately to the steak grill, tell the cook such-and-such cut, cooked such-and-such way, right now. I stand beside the cook for the time it takes, I don't walk away, I don't attend to anything else. The new plate is in my hand in the sixth minute, I'm at the table with the solution to the customer's problem in the seventh minute, as promised. Everybody at that table will tell their friends a different story about our restaurant than the one they might otherwise have told." Get rid of the mistake, let's fix that now.#