I am a GM in restaurant industry, so some may think i am biased. I am trying to think of delicate ways to let a customer know that something is not our fault, or other issues. Had a customer recently walk up to me and tell me that they did not like their meal, and would like their money back. Now, I spent 9 yrs in sales, and in my mind when someone's first sets of words include "I want my money back", there is usually something else there. Since she sat so close to the front of my counters, I could see that she ate all but the last bite. I politely asked her what she did not like about her meal. She replied "It didn't taste right". I asked what she thought didn't taste right, and VERY politely and with a smile, told her that she must have like something about it, since she almost finished it. Her only reply was "Do I get my money back or not?" I wish customers could hear themselves talk sometimes, they would be shocked. People on both sides of the counter can get so much more accomplished if you just smiled! Anyone have any experiences to relay on this, or any thoughts on the matter?