Posted by David McHattie on Tuesday, April 24, 2012,
In :
Customer Service
During sessions with many operators and in my own personal experiences it is fair to say: "All too often the wheels fall off when its busy."
Indeed I remember our first Mothering Sunday at The White Hart - the first of what became 200+ Vintage Inns. Late at night my wife and I sat down in front of the fire; bruised and battered after a tortuous day; and declared "it can never be like that again!"
The wheels had fallen off - the guests had not had the experience we had wanted to provide and th...
