I learned that if a customer’s first four contacts with our hotel go well (for example, the phone reservation clerk, the doorman, the bellman, and the front desk), there will be virtually no complaints thereafter. — But if something goes amiss in the beginning, the complaints will sprout quickly: “The check-in was too slow.” “The room wasn’t clean enough.” “The food was too cold.” And on and on it goes. Some of these complaints may not even be true. But the mood was set at the start