I’ve been running hospitality businesses for nearly forty years, so I’ve had my share of unhappy customers. Ironically, two of the two-dozen compadres in last week’s MEA workshop in Santa Fe were past customers of mine - one of them dating back twenty-six years and the other one dating back just a couple months. They became fast friends in last week’s workshop and loved swimming laps together in my swimming pool on the ranch. 

I wanted to capture what it means when you can help a customer feel heard and respected. That person may become an evangelist for your company and, even possibly, a friend. Here’s a short video of Alison Carr and Julie DeLoca talking about how they’ve become evangelists after an initial challenge. Hope you enjoy it, especially those of you entrepreneurs. 

-Chip