My friend George — a veteran of the hospitality industry, and no push-over when it comes to what service looks like — was just back from a cruise during which he and his wife became customers for life. But it did not start that way. The cruise coincided with an anniversary, and George’s wife had … Continue Reading
Few things have the marketing impact of an unsolicited referral. Fewer still, the long term consequences of an unwavering commitment to excellence. Possibly because it is so rare. We were a party of four waiting for lunch in a Nashville restaurant that had come highly recommended by a friend. The company was good and conversation lively; … Continue Reading
