The quickest way for an organization to improve its service reputation is to improve its recovery process. Customers are impressed by companies that make a proactive, empathetic, hassle-free effort or recover from error or lack of service delivery. Unfortunately, most organizations wait for the customer to initiate the complaint. An effective recovery strategy must be proactive. It requires the organization to go all out to find the disgruntled customers.

Kenyon Price as developed the art of guest recovery through a step-by-step facilitative approach that trains employees to embrace complaints and seek quick, effective resolutions. Price has repeatedly proved the success of this guest recovery process in great locations throughout the world.