It's the Little Things that Will Upset Your Clients


Last week I stayed in a small luxury hotel in the New York financial district. It was near the law firm office where I did two presentations. In many ways the hotel was outstanding. My room was large with wood floors. One magazine called it "the coolest hotel in the financial district."

When I woke up in the morning I went downstairs for breakfast. The restaurant was so small that the hostess was also the waitress, and for all I know, she could have cooked my meal. The first thing I noticed was the paper napkin. In a luxury hotel that is "the coolest in the financial district," I guess I expected a cloth napkin.

During my meal, my coffee became lukewarm. I asked the hostess/waitress to warm it up. When I got the bill, I noticed I had been charged for two cups of coffee.

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DISCLAIMER: Because of the generality of this update, the information provided herein may not be applicable in all situations and should not be acted upon without specific legal advice based on particular situations.

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