We’re Sorry About the Rooster. Here’s a Muffin. The Art of Service Recovery S1E13

Episode notes

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit. Have you ever wondered what separates good hospitality from unforgettable hospitality? It's not perfection - it's what happens when things go hilariously, epically wrong. Welcome to the world of service recovery, where a prehistoric-screaming rooster at 4:53 AM becomes not a disaster but an opportunity for magic. In this episode, Rob Powell shares the unforgettable story of how one boutique luxury property transformed a potential one-star TripAdvisor tantrum into a viral social media win with nothing more than warm muffins, a handwritten note, and a healthy dose of humor. We dive deep into why most properties get recovery wrong. Too many brands rely on robotic apologies or passive-aggressive responses when things fall apart. But here's the truth: hospitality is a relationship business, and relationships are built in the challenging moments, not the perfect ones. Guests might forget your turndown service or lobby jazz playlist, but they'll never forget how you made them feel after something went wrong.

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