Ethics: Is the Customer always right? Leigh Conkin manages a Pickens Steak house, and she is going through the customer comments cards completed over the past weekend. Another complaint from Mr. McNeil, Every time he comes into the restaurant, he completes a customer comment card, and every time he makes negative comments about the food and service. This card gave his dining experience a rating of 2 out of 5 points. Leigh's performance evaluation includes a key performance indicator for customer satisfaction, and Leigh is required to forward customer comment cards to the corporate office. Almost all the comment cards for her restaurant are positive, with ratings 4 or 5, but Mr. McNeil's ratings are having a major impact on her average because the ratings are so low and because there are so many of them. "obviously, the man can't be that unhappy," Leigh though. "otherwise, he wouldn't eat here two or three times a week. I just won't send in any more of his cards. "Is Leigh making the right decision? What should she do? What would you do