Don’t Dismiss Unhappy Clients

Seth Godin nails it:

The complaining customer doesn’t want a refund.  He wants a connection, an apology and some understanding. He wants to know why you made him feel stupid or ripped off or disrespected, and why it’s not going to happen again.

How do you deal with the complaining customer?  You can start by learning how to apologize.


(Image from Hugh MacLeod’s series of “Business Greeting Cards“)

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