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A good primer on how service industries should work but often don't, and why. A bit on the long side, but worth the read.
Dave Gray originally shared:
 
Why service companies can't keep their promises

Since services are intangible, the only way to sell them is by making a promise to perform. But most service companies fail to keep their promises, leaving customers frustrated, confused and abused. Why do so many service companies fail to keep their promises to customers?

http://www.dachisgroup.com/2011/12/cant-get-no-satisfaction-why-service-companies-cant-keep-their-promises/
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