Put a Sock in It

Think anger will get you what you want? Think again, says one veteran hotel manager

Shaddup already! Being a proper Englishman, not to mention general manager of the posh Monarch Hotel in the Georgetown section of Washington, George Terpilowski would never think of using such language. But Terpilowski, and dozens of other service providers across the country, would dearly love to get a

message across to the increasing number of guests who think that the best way to get decent service is to operate at bullhorn level and ratchet up the volume from there. "Unfortunately, as a culture we've decided the only way to get what we want is to demand it," says Terpilowski, a...

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