with a restaurant or any busines which when I walk in, I may purchase a great experience OR a not-so-great one -- paying the same amount, mind you. When people counsel that I the customer should talk a certain way to the servers (other than politely), take on board as my fault I get differential treatment, try again, it does not make sense to me. Yes, there are tips and pointers on say, how to get the best work from your contractor. Should people be given a brocher by EMP or another high-end inconsistent restaurant on how to elicit the high side of quality? Seems to me, yes. Otherwise, they should be consistent.
Sure, perfect consistency from any business provider is probably not possible. I find it baffling -- well, not baffling exactly -- that a large response to a negative review of certain restaurants is to query/impugn the reviewer and talk about how wonderful the restaurant is in what it "gives" to them. It reminds me of the movie with Steve Martin where the restaurant is so snooty that it gets your credit rating to decide what to permit you to order. Though -- at least in that mythical movie restaurant, I believe that Martin got what he paid for.