July 1, 2012
By Laurie L. Sorrenson, OD
There’s a great book called Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep Them Coming Back, and Tell Everyone They Know by Jeffrey Gitomer, a well-known sales trainer. Gitomer writes that one of the best things a businessperson can say to an unhappy customer is, “That’s horrible!”