After reading this article it made me think back to a time when i was at a restaurant and my meal was completely wrong and I told my waiter what was wrong with it. He quickly apologized and said that he would have it fixed right away, at the end of my meal, my waiter had given me my meal for free because it was wrong. It was not the waiters fault that my meal was wrong, but instead of saying that he took accountability for the service being wrong, and was very apologetic about it.