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

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17

AVOID THE SIN OF OMISSION

Excellence is the unlimited ability to improve the quality of what you have to offer.

Rick Pitino

Hey! Why does she get two chicken fingers and I only get one?” the four-year-old at the next table whined. “That's not fair!”

“You got one big piece, and she got two little ones,” their mom responded, trying to keep the peace. “It's all the same!”

But to a four-year-old, it isn't the same. He looked past what he did have and was fixated on what he didn't. It's human nature. Whether you call it the glass being half empty or struggling to focus on the positive, what they don't have will always dominate the minds of most. Too often in business, it's what we don't have or don't offer that can make or break our experience ...

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