This chapter delves into the dynamics of customer behavior in the hospitality industry, emphasizing the need for effective communication and conflict resolution. It argues that treating upset customers with respect and offering genuine solutions can turn them into loyal advocates, rather than just satisfied patrons.
On today's episode, Andy answers your questions on how to address feedback as a responsible leader, how to know when the customer is not "always right" in certain situations, and what are the best questions to ask a potential hire.