Complete Story


The Myth of Luxury at Scale

One broken promise does change everything

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 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. Before we begin, I want to tell you this is not a spoiled brat whining about having a bad day. While I am a spoiled brat and I did have a bad day, this story is a cautionary tale about expectation management and customer service.

Please select this link to read the complete blog post from LinkedIn.

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