Week 1 EOC: Great Customer Service

I remember when I had an excellent customer service experience. I took my sister out to dine in at this restaurant called Fridays. We had the most amazing time after everything was all over .As we walk in to the restaurant we were seated right away which was grea, thent we were given menu's to look at, 10 to 15 minutes went by before anyone had even asked us what we would like to drink . I thought it was odd because it was not a weekend and the restaraunt did not looked busy at all, so I started to seek out a waiter . When the waiter finally came by our table to ask is if we need any water or if we were ready to order we said,"yes, are you guys really busy ," because this is the first time anyone has come by our table". They apologized for not coming to the table quickly I then stated, "There's no apology needed". The gentlman then took our beverage order and ask is if we were ready to order our food. We he said yes we're ready to order so he took our orders and asked us if there is anything else we needed we said no and he left. Some time had passed, maybe about 45 minutes and we still had not had our food or no one has came by to check and see if we were okay, shortly after that the waiter  arrived and said  we deeply apologize for all the inconvenience we have caused you, thank you for being so paitient but unfortunately we for got to put your order in so it will be a little longer of a wait,"but we have set you up for free dinner on the house for the inconvenience,if there is  anything else you need just let us know. We said not at this time. Obviously I was speechless and still in shock. Our food then finally arrived all except my daudghters order, it  wasn't ready so they didn't give us another free entree and a couple of coupons and dessert on the house and although i ttook a couple extra mintees I say this is was a great customer service experience because although they made mistakes they made every effort to make them up and know that we are happy with the left they went above and beyond to make sure that all of our need for med and we didn't have any issues with them being late with our food are not being able to perform at a professional level while we visited the restaurant. In the textbookArmstrong & Kotler (2011). Marketing: An Introduction, 10th Ed. Prentice Hall Publishing  on page 3 is states "we've always stuck with customer service even if it was not a sexy thing to do" I like this quote because even know that it got ugly and at times we felt like none of this should not have ever happen at the restaurant or we should have gotten better customer service they gave us and went above and beyond to make up for their mistakes and make sure we would return and were satisfied with an overall experience.