[aich75013]

Since were sharing stories...
My wife and I were in Vegas about 3 years ago. My best friend was the kitchen manager at a restaurant, so we went in to visit him.
While waiting for our food and while talking to my friend, I saw a waitress walk by with a tray carrying 4 mixed drinks (daquiri types in tall glasses.) She manages to dump the entire tray on me. And then proceeds to aploogize to the table whose drinks she spilled. Didn't say a word to me. Then walked off.
My friend was already going to comp our meal (because he always does) but I was a little upset that I'm standing here soaking wet and didn't even receive an apology. The floor and kitchen are kept separate, so my friend has the floor manager come out to talk to us. We barely get an apology, so my wife insists that the least he could do was give me a replacement shirt since they had a gift shop and my current one was soaking wet. He seemed a little surprised by the request, but agreed. It's surprising what some people consider as good customer service.

On the other hand, I've had at least two of the opposite.
While at a steakhouse, I found a small piece of plastic in our dessert. Spoke to the manager, and he gave us his card and wrote on the back: 1 free appetizer and 3 free desserts. One dessert for each of us.

Another time in Vegas (different restaurant), we were having trouble getting the attention of our waitress, so my wife finally yelled out "excuse me," a little loud. This was after 3 times of her passing by us without ever looking our way. Apparently the owner was sitting nearby having lunch and saw, so he comped our entire meal. We offered to pay, but the waiter apologized for the incident and said that the owner wouldn't allow it.

On each account, we still left at least a 25% tip. I've never worked in a restaurant, but because of my friend above, I've always left a decent tip.