It’s the proverbial man-bites-dog story for consumer reporters: an over-the-top customer service experience in which an employee goes the extra mile.
It's official: I've just finished the final edits on my new book, Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. I just have to tell you about it.
Everyone knows good service when they see it: The restaurant with a line out the front door, the retail store with customers that come back again and again (even if the prices are higher) or the hotel with a year-long waiting list.
Had a problem with your last trip? Fire up your PC and post something online. Go on. You just might change the travel industry like Carl Larson did.