The Keg has a simple formula: provide quality food at an affordable price and do so in a pleasant eating environment. They have been nailing this formula since they opened and remain one of Canada's favourite dining establishments. But what make them special is this: if you are not completely satisfied with any part of your dining experience, they WILL make it right.
To begin with, as soon as you receive your meal, expect your server to check in and make sure everything is made to your liking. If it isn't perfect, you can expect a SINCERE apology every time, from both the server and the restaurant manager, who immediately takes over when something goes wrong. Along the way he/she will personally deliver your food replacement, for example if your steak is not cooked right, and wait at your table till you tell them you are happy. And you DON'T pay for food that is replaced (at least that is has been my experience).
The above is not a one time only event. It is consistent and to be expected and many Keg-goers I have talked to agree. The Keg is a shining example of how when truly committed to the customer experience, you can make a difference by providing great service. It's easy to tell by interacting with Keg employees that they enjoy working there and are considered part of a GREAT team.
I have not interviewed anyone from the Keg for this blog - This is simply a story based on my experiences and one I think there is value in sharing. Hope you enjoyed it!