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Branson on BA
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Jan 11, 2011, 4:00 pm
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r281
Join Date: Oct 2004
Programs: BA Gold, SPG Gold, IC Plat RA, Fairmont Plat...
Posts: 506
Quote:
Originally Posted by
bernardd
It's not a new revelation - credited to Sir Colin Marshall, and still taught today : "The customer doesn't expect everything will go right all the time; the big test is what you do when things go wrong."
I wonder how many in BA remember that?
Lord Marshall now!
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