Ability to exceed customer expectations is wasted if it can’t be delivered consistently throughout the organization.

Why should your customers accept anything less?

Quality service is an aspect of business integral to any corporation, and that’s because we all share a common trait: every one of us has needs, wants, and emotions.

It was May of 2008, and I had checked in a hotel that had just opened in an island town in a country far, far away. Rumour was that it had nicely designed modern rooms and the hotel had given a special promotional price to our group.

The hotel name had only letter of the alphabet in it, simple and easy to remember, I guess. We were welcomed at the entrance, and the reception was really good indeed.

But what followed is what was truly memorable…