Customer Service for Customer Satisfaction and Customer Delight

Few days ago I & my mom went to a fast food restaurant. We placed our order and were waiting for it to come. Altogether we had ordered some 4-5 things that too a single portion so that we could taste different things. The waiter who was so polite asked us if we wanted everything together or one by one. He was not in favor of giving us everything at once. So, we agreed to him. He brought dishes we ordered one by one. 

We had ordered 'Maxican Wrap'. It was brought to our table and as we took the first bite, my mom and I; we both didn't like the taste much. So, just after taking a small single bite we kept it aside. Then we had already ordered something else and were waiting patiently for it. 

In the mean time my mom and I were discussing about why some restaurants are over flooded and some are not? We think those who eat out consider mainly 3 things that bring them to any restaurant again and again. They are...

1) Taste & Variety of the food  2) Quality 3) Service

Well...The waiter who was serving us saw that we were not eating the 'Maxican Wrap' and had kept it aside. He came to us and politely asked the reason for not eating it. We were resistant to tell him but in front of his polite inquiry we had to tell him that it didn't taste like Mexican ( Mom and I have a huge interest in food & cooking) & we didn't like the taste so we had kept it aside. He was very sorry to know this and apologized.

He asked us what else can he bring instead of the wrap but we denied as we had already ordered something else in advance. He took the plate of 'Maxican Wrap' to the kitchen and showed it to his chef. 

After sometime we finished our dinner and were waiting for the bill to complete payment and leave. The waiter brought the bill and when we checked; the 'Maxican Wrap' order was cancelled and he didn't charge for it. We were surprised to know this and asked him to include in the bill as it was we who had ordered it. But he didn't include it in the bill instead apologized many times for the 'Maxican Wrap' not being up to the mark. He even told me that we were his customers and Customer Satisfaction was his utmost priority. We were surprised and somewhere delighted to have very good customer service. He then gave me feedback form to fill. In which I appreciated his services and thanked him personally for his kind gesture.

This is very small incident by itself but if we think in terms of a person who is barely educated and has not attended any workshops on Customer Services; we will be able to appreciate his gesture. We all know that today is an era of not only 'Customer's Satisfaction' but 'Customer's Delight'. 

That day a waiter of a restaurant made us experience of excellent 'Customer Service' that gave us not only 'Satisfaction' but 'Delight' too. 

I still don't know his name but I will always remember this incident and his kind gesture to us that taught me big lesson.