About Us
Andre Garneau
Andre is a hospitality and tourism leader who has spent his career on the front line of guest experience in some of the most expectation-driven environments in the world.
After handling everything from weather complaints to once-in-a-lifetime trips that didn’t match expectations, he developed the F.E.E.L. Service Recovery Framework™ — a practical system that helps organizations turn emotional moments into loyalty without sacrificing their people, their policies, or their profitability.
His work now applies across all customer-facing industries in the experience economy.
Svetlana Markevich
Svetlana brings over two decades of experience in Government services and customer relations.
She has trained teams across diverse environments on how to manage high-pressure interactions and respond effectively to complex customer situations.
Her experience working within essential services — where interactions are often heightened and outcomes matter deeply — has been instrumental in shaping the development of the
F.E.E.L.™ Service Recovery Framework.