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I absolutely believe in the power of apology. I work for a AAA rated four diamond property and find that most often when a guest has a concern, they simply want to know we truly care about their experience and are sorry that they didn't fully enjoy their visit. I must admit my follow-up often results in some form of compensation, but I've even had some guests turn me down, saying all they needed was an apology and the feeling that we truly cared.
arwen is now following The Typepad Team
Jul 17, 2014