In this episode of Heartfelt Hospitality, Reese dives into the art of handling customer concerns the right way. Mistakes happen, but what truly defines a business is how it responds. Reese shares two firsthand experiences—one that exemplified top-tier service at Bella Momi in Huntsville, Alabama, and another that fell flat due to dismissive customer service and poor problem resolution.

Through these real-life examples, Reese breaks down key lessons in guest experience, including the power of active listening, owning mistakes, and the importance of checking before reacting. If you’re in the business of hospitality, this episode is a must-listen!

Tune in for honest insights, practical takeaways, and a reminder that great service isn’t just about avoiding mistakes—it’s about how you recover when things go wrong.