When a small company ducks responsibility for a bad customer experience, I usually figure the operators are inexperienced at this sort of thing or dont care what people think. But when a big company especially a really big company cant behave in a decent manner toward a customer with a legitimate gripe, I have to wonder what on Earth its managers are thinking and why theyd risk losing future business just to save a few bucks. Bill Dailey recently encountered such hard-nosed corporate thoughtlessness after staying with his grandson at a Hampton Inn hotel, franchised by Hilton Worldwide.
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