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The Power of “Sorry”

“The client’s not happy.” Four words that send a shiver down the spine of anyone in the event or hospitality business. Of course “not happy” in our world is customer service code for “furiously angry”. The event can be spectacular, but if the client’s not happy, we are dead in the water. Likewise, the event can be a train wreck, but if your client looks at you from across the room with unbridled joy and appreciation as he raises a shot of Patron toward you, all is good in the world.