In a moment of huge frustration, it’s often down to individual staff members to deliver an experience that takes that frustration away and allows one to breathe a sigh of relief and appreciation. On a recent visit to the U.K., I got to experience this first hand. My husband and I had just driven 6 hours from Cornwall to Chichester. It goes without saying that we were tired and relieved to finally reach our hotel. On approaching the reception desk, we were informed that the agency....

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