Thought For The Week

WHEN something goes wrong with your business service, it is one of your biggest opportunities to impress your customers.

After all, at this point their expectations are very low (so you can easily exceed them) and their emotions are very high (so they are more likely to buy). This is not a flippant comment – you can respect their feelings, listen to their needs and then make an offer that exceeds their expectations.

(Extract from The Naked Millionaire)

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