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#127 Best of 2021: Conversations of the Year
The Knowledge Project with Shane Parrish
Dealing with a difficult customer at Hooter's
When faced with a customer consistently claiming there were fewer chicken wings on the plate to get a discount, the waitress at Hooter's decided to handle the situation tactfully. Instead of confronting the customer, she preemptively offered a plate of ten wings with an employee discount before they finished the 50 wings. This approach shifted the dynamic, making it a light-hearted exchange rather than a conflict. The customer's friends even acknowledged the tactic, and the customer stopped making complaints, eventually leaving a generous tip.
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