Customer Service

The other day my wife and I went to this popular pizza place. Both of us are pizza fans and hence decided to go there. We ordered our favourite pizzas. We are vegetarians and my wife does not like mushrooms so she ordered her pizza with no mushroom topping. After a few minutes we both got our pizzas and i started devouring. Her pizza had mushrooms. She was reluctant to have it. She called the waitress and said she ordered a pizza sans mushrooms but she got one with mushrooms. The waitress took back the pizza. The manager came to our table and apologised for serving us the pizza with the mushrooms. He offered us a deal. He said he would  get us a pizza with no mushrooms and asked us to take the other pizza with the mushroom in a to go box. On the one place he could have very well not charged for one pizza but instead gave that for free and gave us the right pizza.

I tried to analyse this from a shop owner's perspective. The cost of not charging for the wrong pizza was $12 and the cost of making a new pizza was $3. He has effectively lost only $3 for making the new pizza when he could have lost $12 for not charging us for the bad pizza. In the end it was a happy customer with the right pizza .  Clever tactics i say...