This blog is longer than my usual offering but worth it, I hope, for the point it makes.
If you don’t have the time (or possibly the inclination!) to read it, you can listen instead:
I’ve just come back from a week away, travelling around the UK on business. I stayed in three hotels on my travels. The first two failed with their customer service in such small, easy-to-put-right ways — the third showed them how to do it. [Read more…]