By Chip Bell (original source Forbes)
“It’s against our policy,” has to be among the top ten show-stopping lines. It kills customers’ experiences, employees’ spirit and long-term relationships. But, I am getting ahead of myself.
I was working near Washington, D.C., and staying one night at a new hotel property of a large chain I frequent about fifty nights a year. This particular property was at a location just far enough from the airport to make renting a vehicle less expensive than taking a taxi or Uber.
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