Consider the following scenario: It’s 8 a.m. and you’re in an upscale hotel in Times Square—part of a well-known chain you regularly frequent—getting ready for a crucial business meeting. As you turn on your hairdryer, the power goes out. A bit nervous but not yet panicked (it’s just a blown fuse, after all), you call the “At Your Service” number and are told that “someone is on the way.”

Fifteen minutes pass, then 20. All you can think about is the hotel’s constantly looping “At Your Service” message assuring you staff will get you anything you need, anytime, anywhere. Your meeting is drawing closer, and your hair still hangs in wet strings. Twice more you call, anxiety turning to anger, both times getting the same (evidently rote) response from the “service” person. 

Finally, the power comes back on, followed by a knock on the door. It’s the maintenance man explaining that it wasn’t his fault but the front desk’s. At no time does anyone acknowledge your inconvenience—or apologize for taking 35 minutes for what should have been a five-minute fix.

 …