When Customer Service Goes Really Wrong


The blogosphere is buzzing with a tale of customer service gone very, very wrong. For those who missed it, New York Times reporter Ron Lieber was dining at tony Restaurant Marc Forgione on a recent Saturday night when the aforenamed chef began screaming at his staff in the kitchen. The dressing-down was loud enough to be easily heard by diners.

After several rounds of this, Lieber had enough, strolled into the kitchen, and asked Forgione to kindly knock it off so he could enjoy his meal. In response, Lieber approached his table and threw him out of the restaurant. And then of course, Lieber wrote a column about it and told the world.

The tale of Lieber and Forgione to me is a cautionary one for all business owners with many lessons to be learned.

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