Both locations started with similar sales levels at around the same time. Now I realize that the second response is limited to regular customers and must involve someone authorized to give something away. The point this makes is that the owner's overall attitude towards customers is the secret ingredient to growing sales. It gets passed along to all staff, creating a corporate personality that matters to guests far more than your prices or your advertising ever can. I wouldn't limit such a caring response just to regulars, however, and I would be sure that every member of the staff is authorized to, coached in how to and encouraged to handle such a situation if it arises in their presence.
Troy publishes the Producing Profitable Results e-mail newsletter.