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