I attended NBAA’s annual convention last week. It is a huge event, nearly over-whelming, with a million square feet of exhibit space. I enjoy this event, as it gives me an opportunity to see clients, prospects, colleagues and friends.

As I was eating in a crowded restaurant, I overheard someone talking about “holiday inn customer service”. It brought up vivid images of my Holiday Inn visits many years ago. It was not a pleasant experience; in fact I can still recall the musty odor of the lobby. More recently I did stay at a Holiday Inn and it was a pleasantly average experience.

Did she mean stuffy, musty customer service, or did she mean pleasantly average customer service?

It wasn’t what she said, it’s what I thought I heard.