I have long been a fan of Danny Meyer's restaurants, including Shake Shack and the Union Square Café. He's a man who understands food, organization, and hospitality. One of the great lessons the restauranteur teaches involves “service recovery” – fixing mistakes with food and food service. The take-away message remains that a customer's bad experience is often corrected and rewarded by how things conclude; in other words, the end counts more than the blip in the middle. And, turns out, that Meyer's observations reflect the way our brain is wired.
