Loading…
15
The hotel apology that missed the point entirely
Had a chat with the front desk manager at a Marriott in Cleveland last week after they messed up my booking. She said the corporate reply template they used made things worse because it apologized for the inconvenience but not the actual billing error. Has anyone else noticed companies patching the symptom with a canned sorry instead of fixing the system?
1 comments
Log in to join the discussion
Log In1 Comment
wilson.sam1mo ago
Read a Harvard Business Review piece saying most apology templates skip the real fix.
2