Have you ever had a service experience that didn’t go as expected?
Maybe your meal came out cold. Perhaps the hotel room was dirty, and no one responded when you called the front desk. Perhaps you paid good money for something—a haircut, a car repair, a service—and walked away feeling like the business didn’t care whether you were satisfied.
We’ve all been there. In business terms, these are referred to as service failures—moments when expectations aren’t met. Sometimes, expectations are clearly outlined in a contract or brochure. Other times, they’re implied: clean buses, professional drivers, accurate ETAs, and a company that keeps its promises.
And when those expectations fall short? Frustration sets in.
Sometimes anger. Sometimes lost trust.
In the ground transportation industry, these moments happen more than we’d like to admit. A mo…
