Concierge Confidential by Michael Fazio

Author:Michael Fazio [Fazio, Michael]
Language: eng
Format: epub
Publisher: St. Martin's Press
Published: 2011-12-07T15:34:52+00:00

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HOW TO HANDLE BAD SERVICE

In a perfect world, we’d all get good service all the time. But in real life, bad service is something that happens fairly often. There are people who are effective in getting a change in service—and people who aren’t. My friend Annette was at the Peninsula in Chicago, and asked the concierge what he thought of a certain restaurant that she’d been recommended. “Eh,” he said, “it’s okay.” That was the extent of their exchange. It rubbed Annette the wrong way because he was being dismissive of her suggestion. She gave the concierge a glaring look and walked off—and he let her walk off. The whole thing was unproductive, because Annette walked off without service and the concierge learned nothing.

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