A friend of mine shared her recent experience at Mon Ami Gabi in Las Vegas.  I thought you may enjoy it.  It has a lot of good qualities for a great service recovery process ...  and shows a great use for client loyalty surveys as well.      

Hi Sus,   This e-mail made such a good impression that I had to share it with you.   Background:  Ate at Mon Ami Gabi (at Paris Hotel/Casino, across from the fountains at the Bellagio).  They gave us a free "taster" appetizer that was FABULOUS, then we had baked brie on garlic toast -- also FABULOUS.  Then, I had the worst steak of my life!  My friends seemed to be enjoying it, so I didn't say anything -- but only had a few bites (just to be polite)!   Anyway, I had made the reservation through www.opentable.com and they always send you an e-mail asking you to provide a review.  I was completely honest -- wonderful service, incredible atmosphere (watching and listening to the Bellagio fountains, delicious appetizers -- and then the worst steak I'd ever had in my life!).   The restaurant is part of the "Lettuce Entertain You" chain from Chicago -- big company (don't you love that name?!).  And, to get the attached from the president -- wow, I'm impressed!  Now, I realize he may pay someone else to sit and send these ... but still ... very good service!!   Betsy