Every service problem is as an opportunity to show you care.
Preparation is good, but customers need results.
What matters more? What you said you'd do, what you hoped to do, or what you did?
In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
When a customer asks what no one else has ever asked, pay close attention.
You are the person who determines what you do. That's a big responsibility. Make the most of it.