Final answer:
In the service industry, it's usually acceptable to offer a free item like a side of gravy when rectifying a service mistake, managing long wait times, or appreciating a loyal customer, provided you understand your company's policy on comps. Etiquette for other situations varies, such as placing a napkin on your lap when seated and being considerate while someone is on hold.
Step-by-step explanation:
It is generally appropriate to give a customer something free without management approval under specific circumstances in the service industry. These situations may include when a mistake has been made with an order, when there has been an unusually long wait, or as a gesture of goodwill to a regular and loyal customer. However, the exact policy can vary significantly from one establishment to another, and employees should be familiar with their company's specific policy on complimentary items.
In more general terms, dining etiquette such as when to place the napkin on your lap usually suggests doing so as soon as you are seated. In the case of telephone etiquette, such as how long to wait on hold, it is considerate to check back with the person on the line every 30 seconds to a minute to acknowledge their wait.