We arrived at our hotel room here in Nova Scotia after an exhausting first vacation day to find two roaches on the wall. When I mentioned it to the desk attendant the next morning, I was met with a curt denial: “No you didn’t; it was an earwig.”
I don’t believe that customers are always right, and sometimes they need to be educated. What is inexcusable, though, is a lack of empathy. Escalating a complaint situation by invalidating your patron’s own version of the truth is a sure way to lose them for life.
Mark Likes Music 