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...