How the Wrong Words Kill Customer Loyalty. The Best Bon Mots
So, it begins with a desire to have a drink at an artful and attractive Band B, a drink in the garden as the sun sets.
There are no glasses, so I help myself to two. No ice. I find the refrigerator and help myself to ice.
The owner returns and glances quickly at the glasses and ice. The message is clear: I was not invited to help myself. I should have waited and asked for ice and glasses.
I ask her and she agrees she was “thrown.
