Article: “In good businesses, it’s all about the service” (Jul.2006)

excerpt:
“…At a Ruby Tuesday restaurant, the wait after being seated was interminable.

Finally, after about 10 minutes, a waiter from another part of the restaurant walked by, noticed the lack of menus, drinks and silverware, and asked if we’d been helped.

He brought us our drinks and told our waiter that we were, in fact, there and waiting for service.

By the time the young waiter for our area showed up, he knew we weren’t happy. Perhaps it was the grim look on our faces, as if we were undergoing surgery, or the terse speech…”

source: “In good businesses, it’s all about the service” by Garrison Wells (The Sun News, Jul.28,2006)