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Executive Summary

Most customer service was built to be scripted. It's a pity, but it's the "Lowest common denominator" mindset of management and is sometimes the Pavlovian response of employees forced to shred away their typical self-nature. You can fix it pretty quickly. Pull them off-script. You pull up to the front desk of a hotel, road-weary and ready to hit the room for your $7 water bottle, but instead of just saying, "I've got a reservation for Leonard Cohen," say instead, "I was thinking of sleeping in the lobby. Could we make up a little bed over there? Well, either that or a penthouse upgrade. I'd settle for either." And smile.

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