When you have messed up, are you really trying to fix the problem or take the cheap route out?
You are living in the past, if you are asking a customer to give you one more chance by offering to discount their next visit, or to charge a 20% re-stocking fee.
Word of mouth advertising is growing exponentially thanks to social media. That bad meal just got reviewed on the local restaurant review website and the the restocking fee gouge just got posted on a blog that or worse, the whole exchange was recorded and is on You Tube.
Free is the new monetary exchange and you will be amazed how much free will ring your cash register.