MIDDLE EAST
Franzen . “ But the truth is there is only ever one way to find out and that is by sitting down and talking to guests , listening and taking on board what they have to say .”
Franzen adopts a technical , analytical approach to capturing this information , but stresses the importance of remembering the human element to this approach . In speaking to the guests and gathering as much personal feedback as possible , this allows him and the company to use that information to seek out new opportunities to grow and become better .
It also allows the company to take more risks .
“ The next step is of course , test it ,” he says . “ It won ’ t always be a roaring success , but you take on the feedback and you re-engineer what you ’ ve done through that feedback . That ’ s how you achieve
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