We chose the chef’s table, aka sitting at the expo table up close and personal with the chefs/cooks/dishwashers. Our obsession with The Bear drove our decision.

Jill and I both ordered the tri-tip steak option for our mains, and requested it medium rare. Our temp was validated by our server, who confirmed that’s how they recommend it prepared.

Therefore, it was a bit surprising to look down at our meals when they were slid in front of us. They weren’t even pretending. Mid rare was nowhere in sight; well done was in the house.

We contemplated for a few minutes… it’s not that bad/no, it totally is… I don’t want to be a pain/we’re not being pains if we didn’t get what we ordered and ask for what we want… I’m just going to eat it/I’m not.

In that moment, as we were waiting for the server to return to fix the situation, I glanced up, seemingly realizing someone’s eyes were on me. It was the chef. Who we’d come to find out was named Shack.

He gave me a subtle head nod and mouthed, “I got you.”

I shot him a, “Wait, what?” look.

“I saw your face when they put your meal in front of you. I saw your body language. I saw that meat. It’s well over and not right. I’ve already got a new one on the grill.”

I said nothing out loud… but apparently, my body language spoke volumes.

He picked up on it. He noticed. He paid attention. He took action. He owned it.

The server came over and confirmed that “shoe leather” was an apt description. We let her know Shack was already on it… “He’s GREAT,” she shared.

The refire came out, the steak was delicious, and the evening was perfect on many fronts.

It was the “I got you” moment that stood out.

When the server dropped the check, Shack mentioned that he told her to comp some stuff off the bill. We checked it out; the items were there in full.

AS IT SHOULD BE.

We went out for a fancy meal to celebrate our birthdays. We were prepared to pay for said fancy meal. We ate the fancy meal, granted, after a do-over, but that do-over gave us exactly what we wanted. Of course, we were going to pay for it. We expected to pay for it. We wanted to pay for it.

Shack’s noticing something wasn’t quite right, and his empowered actions to make it better were all we needed. We didn’t even have to say anything, and he showed he cared. We didn’t have to plead our case–he saw it and admitted he’d let the meat rest too long.

No biggie. Things happen. The opportunity is there, when the inevitable things happen, to create a memorable moment and not fall prey to what I call the “free phenomenon.”

Oh, your dinner isn’t right? Here’s a free dessert!

Oh, we messed your appointment up? Here’s a free drink!

Oh, you asked for something a few weeks ago and we never delivered? Here’s a free gift certificate to a spa!

The thing is, I don’t want a free dessert. Or a drink. Or a gift certificate to a spa. I mean am I going to throw these things back in your face, no…

Free is easy.

Free might feel good.

Free is EXPENSIVE.

Free is lazy.

Not only does it cost your bottom line, it costs your reputation.

When you partake in the free phenomenon, you’re thinking, “Oh, they’ll give us a 5 star review now! They’ll tell their friends! They won’t mention our colossal mess up, they’ll just talk about the “free dessert!”

I mean, maybe, but you’re not going to make them feel seen. Feel heard. Feel cared for. You’re missing out on the opportunity to do exactly what Shack did–make us feel noticed, important, and cared for.

With a simple and thoughtful, “I got you.”

Creating those feelings is what creates those moments and the moments are what creates the memories.

Free might create a quick jolt… but I’m not going to remember much else.

Your clients and customers expect to pay for your services (And yes, I can hear you now, there’s always that one person that wants something for free… let’s not focus on the 5%ers out there, the 5% of folks who are just jerks. Let’s focus on the people who you want to be doing business with).

It’s your responsibility to give them what they want. If you mess it up or things go sideways, no biggie.

Pay attention. Notice. Own it. Take action. Let them know, “we got you.”

That’s what people really want and need.