Mohan’s musing: It’s one thing to apologize and another to be apologetic. One is a material matter while other is all about mind, method and manner. This guest at the restaurant was furious and anger personified. The steward had messed up his order and no amount of apology and agreeing to replace the order would calm the temperature; even after the intervention of the Maître de Hotel. It was just around this high tide situation that another guest from the next table decided to take the matter to hand. “ Sir, I saw you coming in along with me to this restaurant in the new ‘Swift Dzire’ and you know well how all the loyal customers, appreciated and commended the company for recalling the model to repair the ‘faulty fuel filler neck’. But then, when it comes to this steward apologizing and agreeing to recall and replace the order, we have a different yardstick and no heart to excuse… The guest stayed quiet for sometime. Moments later, with a show of hand signed for the steward, apologized to him for the outburst and even gave him a gentle hug. The rest of the story is out of bounds for the context. This gesture to me is worth writing with an ink of gold. What a moment of truth!!
Posted on: Wed, 17 Dec 2014 12:16:13 +0000
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