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WOW! This is the letter I wrote them:
It is not often that I take time to write a letter of commendation to a restaurant; however, we had an experience at your restaurant that deserves an amazing review! Over this past weekend, my wife & I were attending a marriage retreat in Newport Beach & were excited to go to the Old Spaghetti Factory while we were there. We invited 7 other couples with us & called several hours in advance to be told that they do not take reservations. My wife & I drove over an hour early to put our name in & were told that when our party got there, we would be able to be sat soon thereafter. Once the 18 of us were there, we let them know, only to be told that the wait would be around one & a half hours. I had remembered a while back that my wife & I went to the Manhattan Beach Mama D’s for our birthdays & were blown away by the service, so I called the Mama D’s right up the street. I spoke with the manager, Mike, and explained the situation. By the time that our group of 18 was there, they were busy working to get the tables re-arranged. While we waited out on the sidewalk several of the waitresses & hostesses brought out bread, beverages & meatballs to try. Within 10 minutes, we were seated & ordering! Every single one of the people that were there were incredibly amazed at how great the service was!! Several of us are business people that have eaten at high-end restaurants around the world & we will all agree that the service that we got at Mama D’s was beyond 5 star! The food topped it all off & did not disappoint! I told the hostess at Old Spaghetti Factory that they likely lost 18 customers in the future – I will tell you the opposite. I can promise you that you have gained 18 loyal customers plus many more as we tell people about the amazing work you did! (including the post that we put on our website about the great night)
I know that your mission statement is 100% satisfaction 100% of the time, you did that & beyond! We couldn’t have dreamed a more amazing evening!