I recently had breakfast at Sally's restaurant in San Francisco, and was not impressed. My meal was sub-par, so like any young (ish) geeky net type guy, I put it on Yelp. I was going against the stream - most of the reviews were great, and I did assume I had a one off, lousy experience, or my expectations were too high.
But then, something amazing happened. The owners sent me messages on Yelp, and they were entirely apologetic, ready to make things right - they won a repeat customer. They sna...