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The other day, I was waiting for our food at a restaurant with friends, which was taking too long. Luckily, before we complained, they delivered the food. Later, the manager came by twice and asked how everything was. In both cases, we all said, “It’s fine.”
Why didn’t we tell him about how long we waited for the food? What compelled me to reassure him that we thought everything was fine?
I am not the only customer that does this. Dave Hillman wrote us with a pickle. His customers tell him one thing but then give us a bad score later. He wants to know how to get the feedback upfront.
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