This isn’t a rant against Google. Really, it isn’t. But it is an interesting customer service lesson for small businesses, taken from large businesses. Most people who are in business can see first hand the value of good customer service. For small businesses, especially those in hospitality, this is particularly true. In the hospitality business, good customer service can lead to good reviews on TripAdvisor or other services. It can also lead to instant gratification when you see the smiles on the faces of your guests/customers, hear the sincerity in their voices when they thank you for the time they’ve spent at your establishment, and promise to return.