Article: “Service with a Smile” (Inc. Magazine, Feb. 2006)

excerpt: 

What's the worst customer service you've had recently?
My wife made a reservation at a restaurant for an event. The host couldn't find the reservation and made my wife feel like it was her fault. So we ate elsewhere–and proceeded to tell a dozen people about the poor experience. – James D. Power IV of J.D. Power and Associates

link: "Service with a Smile" (Inc. Magazine, Feb. 2006) 

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