Looking Up - Taking Care of Customers

Service has become more important in the recession, this article argues. The downturn has exerted downwards pressure on U.S.

Taking Care of Customers

Here's one way not to do business. The New York Timesbusiness travel writer Joe Sharkey told the story recently of a partner in a law firm who was a long-time, loyal customer and frequent visitor of a particular hotel chain. As was his habit, this senior lawyer had booked a stay at one of the hotels in that chain for an upcoming business trip. But because of a schedule change, he had to eliminate the first night of his stay. When he called the hotel to make this change, he was informed that he...

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