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We Shall Never Deny a Guest…

Image courtesy of Thomas HawkThere’s a lot of talk about going the extra mile to keep customers happy. But is there a point where the extra mile is going too far? Is there ever a point where you should just say “No?”Lucky for you, I watch, er, I...

The Experience Speaks Louder Than Words

Image courtesy of PixabayEarlier this week, I had the opportunity to experience the “new United.”  I realize United has put forth great efforts to communicate to customers about – and throughout – their merger with Continental, but I feel...