Sometimes restaurant customers complain because they want an apology; sometimes they want another dish, or even a refund. Hotels, guesthouses and restaurants must be aware of their dissatisfied customers and make provision for customers to express their unhappiness on small printed enquiries which may be strategically placed inside the final bill before payment by the guest. Either way, all businesses need to engage in service recovery if they wish to counter service failure (Grönroos,1998). All employees must be trained to deal with service failure and should have the power to address service failure immediately. Service must be “very right” the second time (Berry et al,1991).