So how does everything taste tonight?” Jana, the manager of the Seafood Shack Restaurant said with a big smile as she approached a four-top table on the west side of her restaurant’s dining room on a busy Thursday night. “Not so great,” began the man, wearing a suit and tie, and sitting at the table with his wife and two teenage daughters. “This is our first time here,” he continued. “It’s not so bad,” interrupted his wife “Really, the food is fine.” Jana was concerned. Having new customers state that the food at the Seafood Shack was “not so bad” or only “fine” wasn’t a good sign. She knew the food quality at her restaurant was excellent. “Is there a problem with your order?” asked Jana. “We want to correct that if there is.” “Well, for one thing,” continued the man, “it’s really hot in here. We asked the server to lower the shade on the window over there because the sun is making our table so warm I was sweating. She said she would, but she hasn’t. That was 10 minutes ago.” Jana looked up and saw that the setting sun was in fact streaming through the window directly onto these guests’ table. “I think our server just got busy and forgot,” said the woman at the table, apologetically. “It’s fine, really it is. We’re almost done now anyway. It’s fine. We’re fine.”

1. Do you think the man at this table will remember the food quality at the Seafood Shack when he recalls his meal experience?

2. Do you think he or his wife felt everything was “fine”? Do you think he and his family are likely to return?

3. What action should Jana have taken before opening that day to prevent this type of incident?

4. What should she do now?

Answer rating: 100% (QA)

It is unlikely that the man will remember the food quality at the Seafood Shack when he recalls his ... View the full answer