Tonight my wife, daughter, and I went for a nice dinner. We ended up on the patio because the restaurant was so busy and we hadn't made a reservation.
Long story short, our waiter told us he was the only one waiting on the patio patrons. The service was slow.
The food was amazing and when the manager asked how our experience had been, I was honest about our disappointment on the slow service.
He was world class and apologized immensely. He then offered us a complimentary dessert and comped our appetizers.
A world class experience was recovered because of his acute awareness of customer expectations.
Hats off and we will be back