Donna and I went into a popular restaurant in Palm Springs, and because it was crowded, we thought, “it must be good.” But the meal was awful, and the service set a new standard for forced-smile condescension. So … how could we have known in advance this place was going to be terrible? It looked cool at first glance, had all the right touches, but as I looked around I noticed the place was huge. It had three floors and was divided up into many separate areas; there must have been 500 tables. To serve that many meals the kitchen had to be a small factory, and that’s what the food tasted like. It lacked heart, the pride of craft, and personal care that makes a meal worthwhile. No matter how hard they try, the corporate world will never be able to define and package the human touch.
Quality vs. Popularity
