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The 100% Principle

publication date: Mar 15, 2011
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            When it comes to serving others, chances are that you will make mistakes occasionally. Even in the most opulent, 5-star hotels and restaurants, guests are sometimes disappointed. The same goes for hospitals, banks, nursing homes, spas, airlines, and any other businesses that serve people. The key to this seemingly unavoidable dilemma of making mistakes is how well you exemplify the "100% principle". The 100% principle is simply this: Whenever you receive a complaint or request, follow it through until you are 100% sure that the customer is happy with the resolution. It does not get much simpler than that.


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