Clark’s wife found a bug in her salad when she and Clark were out to dinner recently. They asked for a replacement salad and that was it. But that wasn’t all the restaurant did. They gave her a new salad, took the charge off the menu and gave her a free coupon for another meal. That is a sign of great customer service. In fact, it may even be overserving the customer. But better to do that than the opposite. It’s important to first train your people to solve a problem and, in turn, they will keep customers coming back.