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Up to 96% of customers who have a complaint, don’t make the complaint. They just don’t come back. So, fix the system. What other process can be created to ensure mistakes that draw complaints never happens again?
How many processes in your business can, because of human error, cause a Moment of Misery? What complaints can be avoided by making a common-sense change? Are you losing business but gaining negative word-of-mouth advertising that you may be unaware of because of a breakdown in these processes? Think about these questions and come up with some answers.
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