Restaurants make mistakes, even the best of them. It's how the management remedies the situation that often makes a difference between keeping a customer and losing one. A friend just told me about her dinner Saturday night and I'm going to pass the story on to you.
She went with friends to get pizza. They arrived, with their own wine, and ordered appetizers. It was crowded, so they weren't alarmed when their pizzas didn't arrive in a timely fashion. They noticed, though, that patrons at other tables who had arrived after they did were already eating, so they called their server over.
It turns out their order wasn't entered, but the server apologized and promised to do it right away. Unfortunately, she came back and said that they were out of pizza dough and it would be 1 1/2 hours before the new dough would be ready. Obviously, had the order been entered on time, my friends would have gotten their pizzas ahead of the other people.
They decided to stay, ordered more appetizers, and drank their wine. The manager came over several times to apologize, offered dessert (which was declined), and said he would comp the pizza. When the check came, there was a corkage fee for the wine and one of the women asked if it could be waived. Her reasoning was that the restaurant wasn't out any money by waiving it. The server went to the manager, who waived it--but he complained about it and my friends heard it. That left them with a negative impression.
Was it enough or should the management have done more?