Service Recovery I have seen two customer service role models during this COVID-19 crisis destroy their brands. It is not their fault the coronavirus shut everything down. When customers are screwed they remember and often do not come back. When you screw up or the customer thinks you did your goal should be to keep them over happy. Keep in mind that happy customers do not look at competitors. They are Loyal for Life. Vail Resorts, the largest and most successful ski resort in the world shut its ski resorts down March 15 about one month early. If you bought an Epic Ski Pass for around $899 and were unable to use the last 4 weeks you were screwed. The new 2020-21 pass they have already increased to $989. No Service Recovery. Marriott International one of the largest hotel chains in the world is not refunding a $1,229 deposit for Dipanjan Chatterjee, a Forrester VP, because his event was canceled 6 days before the event but the cancellation window was 7 days before. I have a book called Loyal for Life (print or online available) and a training program which Loyal for Life firms could use. My estimate is less than 1% of all companies in the world understand and practice Service Recovery. What a huge wasted opportunity! | 
