Last Friday, Karen and I went to our favorite steakhouse for date night. I ordered the Chateaubriand special.

It was tasty but not as good as when I make it. While munching away, I noticed a strange object on my plate; a piece of a black rubber band. I’m not one to complain, but I thought the kitchen should know, so I pointed it out to the waiter.

Within three minutes, the manager is at our table, apologizing profusely. I assured him that it wasn’t a problem. He told us that the chef was livid.

Shortly after that, a new Chateaubriand dinner was brought to us. I told the waiter that it was wholly unnecessary and had finished the previous one. He explained that the chef was very upset and insisted we had another one that we could eat tomorrow.

The manager came back to the table to make sure everything was alright and told us to please order dessert on the house, and thanked us for letting our waiter know about the rubber band.

The restaurant went above and beyond to make up for their “mistake” and make sure we were happy. Keep in mind that Karen and I weren’t unhappy or complaining from the get-go; however, the restaurant wanted to make sure that they turned a potentially bad situation into a positive one.

Every business is going to screw up occasionally. It’s the nature of the game. But, when it does happen, there’s an opportunity to turn a disgruntled client into a raving fan. And when you have enough raving fans, you’ll see an upsurge in profits.

Kick butt, make mucho DEEnero!

Dave “Rubberband Man” Dee

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