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CHAPTER 7

Respond to the Good Comments Too

“Excuse me, sir,” a well-dressed woman says to you in the aisle of your department store. “I just wanted to take a moment to thank you for everything you and your company have done for me throughout the years. I am a longtime, happy customer—and you’ve truly brought joy to my life. Thanks, and keep up the great work.” You stare at her with a blank expression on your face, then turn and quickly walk away in fear there may be a complaining customer that you need to attend to elsewhere in the store.

This situation is absurd, of course, and it would never happen. You’d never reject a happy customer. Instead, ...

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