Customer Service. . .Again

I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. -- Maya Angelou

We talk about it all the time, but based on recent experiences in restaurants I'm not sure we actually get it. An adequate experience does not equate to great customer service.

"Well bully for you. You didn't piss anyone off today."

I honestly think you'll need about 50% fewer marketing dollars if you just get that "feeling" right. I honestly know that you need about 100% more marketing dollars if you don't.