You know, if there is an industry that seems to have more problems and more difficulties, its gotta be in the restaurant business. So when I talk about service recovery, I’m talking about when the customer perceives that you’ve done something wrong and they get irate, they get upset, they get really mad.

I'm going to give you four tips that you can use in your service recovery strategy at your hotel to take a customer from hell to heaven in sixty seconds or less, because when you make a mistake, when your hotel makes a mistake, to lie, to run for cover, which is what most employees do, doesn't work.

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Thinking about doing some customer service surveys? Read this before you do.