Everybody takes spice differently. When I opened my first restaurant, I got so many complaints about the level of spice. A older woman once tried to call the cops on me because she thought that I was trying to fuck with her because the dish was so hot.
So I started thinking, What can I do to solve this problem? As a Chinese restaurant in America, we have a lot of people send back dishes to the kitchen, and this is culturally the greatest offense to us. This is unheard of in China. If you don’t like a particular dish, you don’t eat it, and then you don’t go back to that restaurant. In China, you would get your shit kicked in in the back of an alley if you sent a dish back.
A nice tale of tradition and authenticity vs. giving the customers what (they think) they want.