The Do’s and Don’ts of Handling Haters

Last week I stopped by my local Chipotle, preparing to indulge in a giant bowl of cilantro lime, chicken, salsa deliciousness. Much to my dismay, it took 15 minutes to get my food and check out, despite being the only one in line. Before I had a chance to complain, an employee handed me a few cards for free chips and guacamole and a burrito. I forgot I was irritated almost instantly. (Who doesn't love free chips and guac?) Handling dissatisfied customers can be fairly straightforward in person, especially since...

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