Last night, my family and I visited Jwen resturant, anticipating a memorable dining experience.

Partway through our meal, my wife made a shocking discovery: a fish hook lodged in her mouth after she bit into a piece of octopus.

As business owners ourselves, we understand that occasional mishaps can occur in any establishment (though they certainly shouldn’t). What truly stood out was the restaurant’s response to the incident.

I was profoundly relieved that my wife noticed the hook before swallowing it. The potential consequences of ingesting a fish hook are dire.

When I discreetly informed the waiter about what happened, his response was:

“What do you expect me to do? I’m not the fisherman!”

For those who know me, you can imagine my reaction, particularly with our two young children present.

If you’re reading this on our blog or follow us on Facebook, you likely know that we are the DeGoodDev, a leading software firm specializing in custom software development, mobile app creation, web development, and IT consulting. Learn more at DeGoodDev.

This was undoubtedly one of the worst customer service experiences I’ve ever encountered.

While mistakes are part of business, what truly matters is our response to them.

The restaurant staff had an opportunity to rectify the situation but instead chose a defensive stance.

Such a response from a Jwen restaurant is unacceptable.

The incident left a negative impression far beyond the literal fish hook, prompting us to leave the restaurant mid-meal.

This post is not intended to shame the restaurant; hence, I’ve omitted their name. It serves as a reminder of the importance of training your team to handle crises effectively.

Review and enhance your response protocols, hold your team and suppliers accountable, and ensure they are trained to both prevent and manage such incidents.

This is not just about avoiding bad publicity; my wife’s life was at risk in front of our children and me.

As someone who employs many people globally, I understand that leadership is responsible for everything. From crisis planning to response, every detail matters.

I assure you, every business will eventually face its own ‘fish hook’ moment. It’s our preparation and response that define us.