The Customer Isn't Right

When I get mad at something, I do my best to try and focus on who the right person to be mad at is. For example, suppose something goes wrong at a hotel. In that case, you are likely not going to be able to speak to anyone directly responsible, because the reason that the thing went wrong is a multitude of different things that didn’t quite click. As a result, the best call is to be firm and transparent with your problems (and not go over the top about how bad you feel), but not to raise your voice, insult anyone, or say anything other than X thing is bad, and you’d like Y to be done to make up for it.

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