Dec
03
The myth of luxury at scale
Posted in: Uncategorized
It was just after 9:30 Friday night when a vociferous klaxon and a yellow tire emoji alerted us that our right front tire had experienced a sudden loss of pressure. My Audi Q7 was handling fine, so instead of pulling over, we decided to check the tire pressure at the next gas station (approximately 40 miles away). As I started to fill the tire, an unmistakable hiss sent shivers down my spine.
Hey, Shelly, you got a flat tire on a Friday night. Why all the drama?
Why indeed. This story is a cautionary tale about expectation management and customer service.
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