The situation in the OP's post is ludicrous! while in college I used to work the bar in a rather famous New Orleans restaurant that prides itself on service. Even if it was OBVIOUSLY the guests fault when something went wrong, if we had acted in any manner that reflected we felt that way we would have been shown the door. Im sure that the attitude that the customer is ALWAYS right led us to have a lot more substitutions and recooks than many places, but we did everything in our power to make sure that the guest left happy. It led to great word of mouth advertising and this restaurant has stayed packed for decades. Now I see a lot of kitchens saying no substitutions or complaining about recooks, then wondering why they are hot for a year or two then don't have any business. I'm honestly curious to see how long someone like David Chang is going to be at the top of the new york restaurant scene. He's an amazing chef with fantastic food, but Im not sure how long you can continue to be at the top of the restaurant scene while openly treating so many customers with contempt. The people he talks about being idiots are probably idiots, but Im not sure how good of a long term business plan its going to be to tell them how stupid they are. I love eating in his restaurants, but I think its going to be interesting to watch how it all unfolds.