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Good fairy tale
on January 29, 2014
It was a good story and gave great examples of what to aspire to, but in my opinion its impractical for most industries. Of course, every business would love to raise prices to cover the costs of exceptional service, but most industries will find so much competition that the majority of buyers are willing to have 20 minute hold times, rude cashiers, and even bad quality. I find my attention to detail in expecting service to be out of the norm. Of course a few hotels are able to charge $200/night so they can afford an employee to drive 8 hours to pick up a missed suitcase, but for 98% of hotels, the rooms would go unsold at that rate, regardless of how nice the hotel looks!
Does it give a good view of blue sky? Yes. Does it show a reality of business? No.