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Customer Dissatifaction

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There's a write-up on Forbes today about a less-than-pleasant experience someone had during a recent dinner at The East Hampton Grill (home of the $20 cheeseburger). When the author asked if they could move two tables together so their group of eleven could continue the day's "big conversation" the request was denied on the grounds it would muss up the restaurant's lighting. Although telling customers "no" is always fun, it's a little shocking that the manager didn't acquiesce?they're usually so customer-service oriented that it borders on scary. Case in point: If you make eye contact with a server, they're instructed to smile at you. The Hillstone Group is probably running damage control right now, but they needn't worry. That place is almost always packed. [Forbes]