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501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting

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CHAPTER TWOHave Them at Hello and Keep Them at Goodbye

When you purchase tickets to see a show at the Durham Performing Arts Center (UPAC), you have high hopes for the particular production you plan to see. What you may not be expecting, though, is the extraordinary experience you will have before and after the show.

A couple of years ago, I drove more than three hours from my home in Asheville, North Carolina, to Durham to see a touring production of the Broadway musical Hair, which was getting rave reviews. The production and performances were outstanding. Based on the rave reviews from my friends and others, I expected nothing less. However, it was the red-carpet welcome my husband and I (as well as the other guests) received from the staff ...

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