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Old Jan 12, 2011, 6:32 am
  #7  
sunrisegirl
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Join Date: Jun 2006
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Programs: Proud owner of 3 Mucci's (yes, 3!) the latest being Chevaliere des Bains Chauds, BA Silver (6 yrs)
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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?

Thankfully quite a few of us. Lord Marshall was, IMHO, the best CEO BA ever had.
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