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Why Customers Leave (And How to Win Them Back) by David Avrin

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6

DON'T PEE ON MY LEG AND TELL ME IT'S RAINING

Fool me once, shame on you! Fool me twice, shame on me!

Randall Terry

In yesteryear, it was often said that a man's handshake was as good as a contract, that his word was his bond. (Pardon the gender-specific reference, but that's how it was said.) A promise was as good as gold.

For generations, we relied on a firm handshake and good eye contact. You didn't trust someone who didn't know how to shake hands. A “dead fish” handshake was not to be trusted and set the relationship off on a bad footing.

Integrity was the foundation of relationships, both personal and professional. They didn't file lawsuits in the old West. They pulled out their guns. You didn't dare steal a horse, lest you be branded ...

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