chapter 10

Customer Service: Reward the Best


A manager said, “We do whatever it takes to keep complainers from switching to a competitor.” Speechless from her flawed logic, I thought, “That’s why you’re going through a difficult time.” Aesop implies complainers cannot save us in the time of trouble.

Most sales people neglect people when they become key customers, but we should reward them as they reward the business.

Complainers seek what the business does not offer. Let us learn how to discourage complainers and to reward your best customers by stratifying its customer service policies.


Accounting for Failure

I sat next to the manager of a Certified Public Accountant (CPA) firm at a luncheon and mentioned the 80/20 rule. ...

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