9. The Communication of Caring

While waiting in a restaurant for a client with whom I had a dinner date, I noticed several signs touting the importance of customer service to the establishment. Clearly, this restaurant valued good service, and I looked forward to having dinner in a place that cared about its customers.

My client arrived promptly for our reservation but, although the restaurant was only half full, we waited a long time to be seated and even longer to be given menus. Then the waiter hovered over us, overly eager to take our orders. After he brought our dinners, he repeatedly interrupted us to find out if everything was okay, which it was—except for his interruptions. Lingering over coffee, we suffered only one more interruption: ...

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