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  • Will You Add? - How To Lose a Customer for Life

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    e bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defen
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    My friend told me about a local restaurant that serves a variety of Chinese dim sum dishes. He went there with five friends for a business lunch and ordered widely from the menu. Each dish featured six bite-sized items, one per person.

    Most of the food was delicious, but one tofu dish did not measure up. All six diners popped the tofu into their mouths. Then all six turned up their noses at the taste. The tofu had gone rancid.

    Tofu disintegrates pretty quickly in the mouth, so everyone swallowed hard and reached quickly for their drinks to wash away the taste. The waitress apologized right away and promised to tell the owner. Better-tasting dishes soon followed.

    But when the bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defen

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    nu. Each dish featured six bite-sized items, one per person.

    Most of the food was delicious, but one tofu dish did not measure up. All six diners popped the tofu into their mouths. Then all six turned up their noses at the taste. The tofu had gone rancid.

    Tofu disintegrates pretty quickly in the mouth, so everyone swallowed hard and reached quickly for their drinks to wash away the taste. The waitress apologized right away and promised to tell the owner. Better-tasting dishes soon followed.

    But when the bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defen

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    eir mouths. Then all six turned up their noses at the taste. The tofu had gone rancid.

    Tofu disintegrates pretty quickly in the mouth, so everyone swallowed hard and reached quickly for their drinks to wash away the taste. The waitress apologized right away and promised to tell the owner. Better-tasting dishes soon followed.

    But when the bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defen

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    ched quickly for their drinks to wash away the taste. The waitress apologized right away and promised to tell the owner. Better-tasting dishes soon followed.

    But when the bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defen

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    e bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defended the bill. ‘But you ate the tofu,’ he said, ‘so we still have to charge you. If the tofu was no good, why did you eat all six pieces?’ Despite their protests, the tofu remained on the bill.

    And that was the last bill ever paid at that restaurant by any of the six lunchtime diners…or their families…or their friends…or their business associates.

    Now, what should the owner have done? Provide free desserts or a round of free drinks for everyone at the table? Immediately remove the tofu from the bill? Apologize personally and thank the group for their valuable feedback? Promise to alert the chef immediately, and do so? Upon departure, give each of the six diners a business card fro

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