Maybe it’s because I work in the marketing industry, but whenever I receive a request for feedback, I always respond and relate my experience. Sometimes the experience was a terrific one; for example, when housekeeping at the New Yorker Hotel in Manhattan found and returned the phone charger I’d left in my room. Or it may have been a poor one, as at a Washington hotel that couldn’t get any of my food orders right during my week-long stay. Just as my experiences as a customer vary between providers, so do the responses. The New Yorker customer services manager wrote to me within a few days of providing my feedback, telling me how proud she and her staff were to receive it. Not only did her positive comments about my feedback create yet another good customer experience, the hotel used the feedback to create a great employee experience.