When “At Your Service” Fails: Six Steps to Service Recovery
Consider the following scenario: It’s 8 a.m. and you’re in an upscale hotel in Times Square—part of a well-known chain you regularly frequent—getting ready for a crucial business meeting. As you turn on your hairdryer, the power goes out.
avid C. Crosby, quality guru, Zero Defect proponent, and Quality Digest Daily contributor, died this past Monday. He was 80 years old.