I was eating lunch with a group of workmates the other day, and the subject of great customer experiences versus simply ridiculous ones came up. Not to trumpet our own style of piano playing, but we are a very service-focused organization. All having spent years working in customer service, we can quickly spot a Customer Service Fail. On this particular occasion, we were talking about fast food, and some experiences that were anything but stellar. The standout story was one that was simple, but relevant - and doesn't stray too far from what can happen at any Service Desk.