Customer service lessons from an airport restaurant

08/15/2013 | CBS MoneyWatch

In this article, Michael Hess explains how a Wolfgang Puck Express restaurant in an airport gave his son a free meal when he was hungry but short on cash. The experience illustrates the importance of giving employees the power to take action and of understanding the long-term benefits of good deeds, Hess writes. The restaurant "didn't worry about the cost of the food, understanding that in the long run they would do well by doing good," he writes.

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