“I don’t think the question is, ‘Is the customer always right?’ but rather, ‘Do you want to make your customer happy?’ The paramount goal is to make the customer happy. So if a customer comes into my restaurant and wants cornflakes, is it right for him to eat cornflakes at The French Laundry? Should I really worry about that? Does it matter? My job is to give him a bowl of cornflakes.” –Thomas Keller talks to the Financial Times about, among other things, what defines good customer service in his restaurants.
[Via The Food Section]