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The Customer Has to Go

On a recent Steelhead fishing trip at the River of No Return Lodge (shameless plug for a great outfit), I spent some time talking about customer service with our guide, Kevin Yeates. The typical guide spends 12 hours or more each day closely working with clients of various ability levels and needs. Some guided trips are more successful than others, so guides frequently deal with customers who are unhappy due to conditions beyond the guide’s control. I was curious to find out how such a customer-focused industry dealt with those situations.



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