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Every piece is written to hold up in a year, and to build on the ones before it.
Some time ago I noticed something peculiar happening. We would ask guests if they had any comments about their stay as they were checking out via chat, and most of the time the answers were pretty standard. Later, when I saw an occasional constructive criticism online, I would go back and review the customer conversation. I would wonder why they decided not to tell us how they were really feeling.
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