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I hate that for you JFK. I would be pissed as well.
Whenever I get lousy service, I will make it point that they know about it by leaving them a couple of pennies. I'm not a cheap bastard (well maybe I am) but I do leave around 20% if they do their job and do it good. If they don't they get the pennies.
I used to wait tables some 13 years ago, and I know it is a hard job but that is no excuse for lousy service or for forcing a 15% gratuity, that is just dumb on out back's behalf.
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If you've got them by the balls, their hearts and minds will follow. The Duke.
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