According to Jan Carlson, former president of the Scandinavian Airline System, when a guest calls a restaurant to make a reservation, it is a “moment of truth.” What does she mean by this?
A.
a chance to implore that the customer leave a nice review online
B.
a chance to do some guerilla marketing
C.
a chance to upsell the client or customer
D.
a chance to make a positive or negative impact on a guest