I’ve taught many that hospitality and generosity are the roots of quality customer service and I’ve recently had two separate experiences that have added to my thinking.

1. Shannon, IHOP, East Bidwell St, Folsom, California

It’s a tricky balance at a restaurant and rarely well delivered. Don’t pay enough attention to me and I’m not happy. Pay too much attention to me and I’m annoyed. Shannon knows how to do it and I learned a new rule. It’s “one extra visit.”
So, what are the usual visits if you ‘re going to add an extra?