A server brings a drink without a napkin. (This drives me nuts every single time I see it.) • A four-person table has one chair that doesn’t match the other three. • A perfectly prepared meal is served on the wrong type of plate. • Overhead fans turn at different rates of speed. • Trash and cigarette butts litter the parking lot. But the 5 percent doesn’t always have to be a negative: • It can mean knowing the names of repeat customers. • It can mean knowing where a particular customer prefers to sit. • It
...more
