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beanie0911 t1_ixx1vfg wrote

First, you’re never wrong to feel annoyed.

Second, this is where I think small business can and should make the difference to win people back from chains. If the person was the owner or a long time employee, she could have easily said “We just changed this policy so I’ll throw it in for free this time.” That both makes you feel good, identifies you as a repeat customer, and is an easy win for the restaurant that only costs a few cents. That’s a lot better than risking an irritated customer who never comes back.

Regardless not a big deal, as you’ve responded, and sounds like you had a great dinner!

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OrganizationOk717 t1_ixx3cer wrote

I did, it was great and will be going back. I really appreciate your comment too! I wish there was still a strong sense of customer service and employees felt empowered to make those quick calls. I worked at a family owned restaurant in East Haven while I was in college. We were always encouraged to do the right thing and the owners never batted an eye if we asked to give a round of drinks, an app, or dessert for free. I get that not every place is like that but it used to make me feel good knowing the owners had my back.

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