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Issue 22 | Vanished: Where has the Service Gone?

By Michael Chaffin
Published April 26, 2006 1:23 a.m.
Groceries ordered online and delivered to your home? Sure. Plan an entire trip to the other side of the world with just a few clicks of your mouse? Certainly. Assisted by digital and technological advancements, we can choose to live life on the fast track. But at what cost? Michael Chaffin observes that such transactions have lost all the remarkability that used to come with great customer service. The key to reigniting passion and excellence, he says, is to hire great people and get out of their way!

About Michael Chaffin | Michael is a respected authority on hospitality marketing, service and brand design. He coaches existing and prospective hoteliers on how to develop memorable experiences by creating and delivering authentic stories to their guests. You can learn more about Michael at www.michaelchaffin.com

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