<ul><li>Unforced errors in hospitality and customer service are often a result of bad management choices and underinvestment in systems, training, and people.</li><li>These choices have consequences and can lead to the loss of valuable customers, a message of carelessness, and a risk to the organization's future.</li><li>Customer service should be an opportunity to create delight and impact, but management often fails to recognize the systems they are building and maintaining.</li><li>Getting the systems right is crucial for success in hospitality, as it forms the foundation for everything else.</li></ul>

Unforced errors

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