In Which I am Intentionally Vague
Years ago, during one of my company's big excellent service initiatives, they had a senior VP put together a little video about a terrible service experience that he had. (In fairness to the company - which I will not name - it was the airport version, not that that excuses bad service, but I believe airport versions are often run by different groups than the town versions.) Anyhoo, so this VP talked about how as a result of this experience he was never going back. And this segued into ways to provide good experience. So, it is with great irony that I read the announcement that thsi company is now our client.