Paradigm shift

I was at a locally owned restaurant when I was reminded of the unknown, unintended and/or ignored variables that can throw a wrench in a client or customers experience. Here's a story about that experience and how you as a manager can take on the challenge of making it right and keeping a long term and loyal client.

What happened?

I noticed a nearby customer grew more and more angry as she and her party waited for lunch. They sat outside on the patio of the restaurant on a cold blustery New England afternoon. She had two dogs who were attached by ...