Here’s a nasty problem that bit me in the butt again recently. I’m talking about a situation that I’m sure most customers would put at the top of a list of things that make them think twice about ever returning. Here’s the scenario: I was out to dinner with seven other friends at one of the better, upscale restaurants in town. An eight-top can be unwieldy, but our server was confident and sharp. Drink orders were taken and drinks were properly delivered. Several ...

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