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Service Failure by Jeff Toister

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CHAPTER 7

Attention Is in Short Supply

Getting Employees to Notice What Customers Really Need

My wife, Sally, and I flew into San Francisco for a getaway weekend and arrived at our hotel before check-in time. Hotels will often let you check in early if the room is ready, but the front desk agent informed us that our room wouldn’t be available for another forty-five minutes. We told her we’d relax in the lobby, and she assured us she’d let us know as soon as our room was ready. There were some overstuffed chairs directly in front of the check-in counter that looked comfortable, so we grabbed a seat and settled in for the wait.

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