Companies can pay millions of dollars in advertising their superior service. But if their staff doesn’t actually deliver that service, all that advertising does is set up expectations that aren’t met, then you get unhappy customers.
I was excited about flying Emirates Air, as my friend Randy Gage waxed on about their service. Granted, Randy flew in one of their First Class suites (private bedroom, shower available). I was in coach. Although I’d flown Singapore Air a number of times, I wanted to check out the Emirates service to see how it compared.