"When you're busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer."
-- Marilyn Suttle
On a recent business trip, I arrived at the door of my hotel room only to find that my room key did not work. I tried it several times as I did not relish the prospect of carting my bags back to the hotel lobby. A colleague of mine was walking out of her room several doors down and when I shared what happened, she said she would tell the front desk as she was on her way to the lobby. I was pleasantly surprised a few minutes later when the front desk clerk ran toward me with apologies and a room key that worked.
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