Remember the last time you received poor service, at a restaurant or hotel? For many, such ordeals create our lasting recollections of a company - and often our best happy-hours stories. We forget consistently dependable service while remembering the occassional mishap.
The surest way to provide poor service is to walk every client through the same route, impersonal routine, never varying, no matter who the individual client is or what he really wants - like they are part of an assembly line.
The way I see it, customisation is a sure route to providing a positive experience. I always respect my customers' individuality.
from left: Shirley, Francis, Ernie, David
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