Fix the Failure, Win the Customer: Leadership Lessons from the Road

How recovery, not perfection, builds customer loyalty in ground transportation

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 be…