Good point about “fake” service. I think most people can generally intuit when service is not genuine. It’s interesting you mention getting a pass. I had an experience with that last week with a hotel conference room I rented. They had delivered excellent service throughout the experience, and then when we had a pretty big glitch, we were much more forgiving because they had built up that good will and let us know that they care.

What do you think about ‘fake’ customer service. The people are saying the right things but it seems more scripted than genuine. I think the more genuine you are and it’s your true core beliefs the more likely you are to get a ‘hall pass’ when you do stub your toe.

Making lemonade out of lemons; if you deal with the public you will certainly get that ‘opportunity.’