Why Customers Leave (And How to Win Them Back)

FOREWORD

I've said for years that being in business would be great if it weren't for employees and customers. Think about it: Employees and customers are the source of nearly every problem you have. Employees have a tendency to forget they are there to make the business profitable by serving customers well and making them happy, which is what keeps them coming back. After all, happy customers who share their money with you is what keeps those employees paid, and they should realize that. But when that most basic aspect of a business relationship breaks down, that's a problem—a big, costly problem.

And customers . . . wow! They want and expect so much these days. But why shouldn't they? They have so many options. There's you, there's the guy down ...