customer service

Just Say No

Just Say No An OnlyOnce reader submitted this story to me a couple months ago: Went to a small, high-end restaurant last night. There were ~10 people there when our party of 9 arrived. Another group of 10 arrived soon after – amusingly, the chef declined to allow them to be seated. I asked him why afterwards – he turned down at least $1,000 worth of business. (like 30% of what he could have made that night). His answer : Our quality would have suffered, and then they would have walked away thinking less of us. Wow. What a revolutionary idea. Turning down money in light of maintaining your reputation and quality of service. I’ve had this experience before —…