Lessons Learned – #8

Here’s the eighth most important lesson I learned during 2010:

Service Check – One of my clients received payment with an accompanying letter that expressed how upset the customer was about the unusually poor service on that order. My client immediately wrote back to apologize, included the check, and ended his note with, “Send us a new one for the amount you think we deserve.” The customer took him up on it and deducted 20 percent. Do you stand behind your offerings that strongly?


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