Fix the problem in a memorable way and you begin to earn loyalty. Make a concession they were not expecting. Make a future concession. The cost of giving away something is much smaller than losing the customer, his future business and the story he'll tell all his friends, and what the friends may do. Industry leaders talk to other industry leaders.
Customers talk to other potential customers.
Employees talk to other employees. The cost of a negative story and the ripple effect it has on future business. The cost of poor training and the impact on your business caused by negative word of mouth advertising. Earliest info on new businesses, homeowners Insurance Center Covering the needs of small business owners Legal Center Hundreds of business legal tools Office Products Special deals on equipment, supplies. Classifieds Search for business services, real estate and career opportunities.