D4D

Making it Personal

Reburgered

Last weekend, I went to one of my favourite food places in London, Mac and Wild. (OK, I went to a couple of my favourite places, but that’s a different story) They had a special burger on, which was only happening ’til yesterday, and I wanted to try it.

I ordered it (along with their cocktail of the month) and everything arrived and was lovely. As expected.

But then I saw other people’s photos of their Murray burgers, and mine was… different.  I had assumed that the black pudding was mixed into the patty, which gave it a really deep meaty taste without being a dollop of black pudding – but all the photos had a layer of black pudding on them.

So I mentioned this to Mac and Wild on Twitter, along with the above photo.  And within a couple of hours they’d come back to me, saying “Oops, looks like you had the Highlander instead of the Murray Mound. We’re really sorry – if you can make it in before the 15th, we’ll do you one for free“.  Note, I hadn’t asked for this, nor expected anything at all.  So already I’m pretty impressed.

As I was already planning to be back in London on Saturday, I took them up on that offer.

And bloody marvellous it was, too.

Now, I did pay for the burger – because I insisted on doing so.  Mistakes happen, and I’m fine with that. And I don’t feel like it was fair to get a freebie for a simple mistake – I love Mac and Wild anyway, so it was actually the simple offer, and the speed of it, that impressed me, rather than getting free food.

It’s that service (well, and the excellent food!) that keeps me going to places like Mac and Wild – they always give the impression that they give a damn. To have gone straight to “Oops, sorry” rather than arguing the toss, to accept and own the mistake and make amends for it, that’s impressive.

And long may that continue.

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