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Fake it ‘til
you make it… Hospitality under stress! By Paul C. Paz
The manager shift starts with a late delivery, one oven is down, the drain is plugged in the dish-room, a waiter is going to be an hour late, the opening hostess just quit. And the doors open in 12 minutes!
The diner shoves the selection back at the waiter gruffly announcing, "This is'n right! Fix it!" The waiter hurries back to the kitchen or bar to "fix-it", knowing all too well that a full-blow defensive explanation on behalf of the customer will be demanded before any favorable consideration is given to repair or remake the item to the customer’s satisfaction.
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