11 MANAGING EXPECTATIONS

INTRODUCTION

Consider this scenario. It is a very special occasion and a couple go out to dinner in a famous restaurant. It has three Michelin stars, scores highly in all the food guides and the chef is widely hailed as a genius. The food itself is wonderful, but the evening is marred by a few small service issues; the table, for instance, is laid up for the wrong number of diners and, when the main course arrives, the waiter cannot remember who ordered what. These are trivial matters that in a less-fêted establishment would go unremarked. But that is the point, this is not a lesser establishment, it has been praised to the absolute limits in restaurant reviews. The chef is discussed in tones of wonderment. It is acknowledged ...

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