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Let’s say you own a restaurant. Your place is packed Saturday night. Your staff is working extremely hard, but one waiter forgets an order. Or misses a reservation.

Or you manage a hotel. A guest makes an online booking, asks for a non-smoking room, checks in, and gets a smoking room instead.

As a business owner, you have to prepare for the worst. In an age when unsatisfied customers can quickly become your harshest online critics, one honest mistake can lead to one bad review – and one bad review can, in turn, lead to loss of potential customers, or a dip in revenue, or a damaged reputation.  Continue reading →