“I couldn’t care less how friendly they are or whether they call me ‘Mr.’ Just fix my problem right the first time and forget about buttering me up.”
—30-something customer overheard on his lunch break talking about a computer problem.
To celebrate their wedding anniversary, a 60-something Midwestern couple chose a popular new restaurant in their small town for dinner. Upon being seated they were met with a warm greeting by their server, who congratulated them on their anniversary and appeared to set a good tone for their special evening.
But then she handed each of them a menu, pulled up a chair, sat down and proceeded to review the menu and the daily specials. While some customers may ...