Thomas Keller Will Serve You Cornflakes, If You Really Must Insist
"I don't think the question is, 'Is the customer always right?' but rather, 'Do you want to make your customer happy?' The paramount goal is to make the customer happy. So if a customer comes into my restaurant and wants cornflakes, is it right for him to eat cornflakes at The French Laundry? Should I really worry about that? Does it matter? My job is to give him a bowl of cornflakes." --Thomas Keller talks to the Financial Times about, among other things, what defines good customer service in his restaurants.
[Via The Food Section]