Get it Your Way!

Let’s start with two principles: 1) There is a good service person inside almost every front-line server; and, 2) as a customer able to see the absurdity of stupid service rules, we need to sometimes help the service person navigate the rules that govern their service. Practice these two principles and poor service will be a rarity. In fact, you will often get great service.

I was visiting a friend in the hospital. When the nurse announced to my friend she would be shortly bringing him breakfa...