Customer Service, Both Great and Poor

On the same evening, a few days ago, I experienced both excellent customer service and its polar opposite – lousy service based on silly rules. I’m not naming names here, since my aim is to neither denigrate an establishment nor provide a free plug. This is more an exercise in comparing and contrasting two events that occurred with a few hours of each other. When traveling to a large city, all of us have a dizzying array of choices as to where we dine or book a hotel – constrained perhaps by cost or convenience. But even within budgetary constraints, the options are practically endless....

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