Perhaps you’ve been there.
Something goes wrong. The product/service did not satisfy. It fell short of quality.
We recently had dinner at a new place after a concert at the local high school. (By the way, I’m blown away by all the levels of orchestra there. Love to see kids developing talents.)
It’s already late. Server takes order. Later, he must have seen me touching my iPhone checking the time, for he soon stops by and tells us “the kitchen is a little backed up, and our food should be arriving shortly.” Observation, the place is busy, but not packed.
Food comes. They could not verify the accuracy of two orders. Eventually, they take the two orders back to the kitchen. Returning after a few minuted, they place the two orders before us.
The manager stops by. He offers a bland apology, saying, “We have a new line cook, and he assembled the sandwiches improperly.”
Being a nice guy who was hungry, I said nothing. But I thought about it.
Consider this, and reflect if you (and I) have ever reacted thus:
- I did not accept the blame, instead deflected it upon a defenseless employee.
- I did not acknowledge that it is my responsibility to assure proper training for said employee.
- I did not immediately offer some sort of make-good (sent the server later to offer a free desert).
- (They thought they pulled one over on us, but I’ll not return) We have reason to believe that they took the meat temperature toothpick from my cooler temp to the more well cooked with the additional extras my companion ordered while overcooking the burger for my companion probably from the sandwich they originally presented to me. We could tell.
There is a manager who needs to find a job within the scope of his abilities.
I wonder, though, how often you and I have taken some short cut and placed the blame squarely upon a defenseless someone else. I as for forgiveness for the times I have slipped.
Faith Venture 
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