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Originally Posted by ZeHa  I think these are all perfect examples for providing value being the key element in your business. You might still fail for other reasons, but you can't really succeed if you got a "lick my a$$" attitude towards your customers (of course, if you happen to become a big, big corporation, it's possible again, as we all can see in lots of cases  ). |
Several years ago Erin and I were eating lunch at California Pizza Kitchen at the Topanga Mall in California. After eating a few slices, I noticed there was a fly baked right onto the top of the pizza. We told the waiter, and he apologized to us and brought me a new pizza. Then the manager came over, apologized again, offered an explanation for how it might have happened, and told us there would be no check. He seemed genuinely concerned about us rather than just trying to cover himself. We were even offered free dessert by the waiter later, although we didn't accept it -- they didn't have any vegan desserts.
While it wasn't pleasant to almost eat a fly, the way we were treated was so understanding and intelligent that we continued to eat at CPK over the years.