Who are your best customers or clients? Are they the ones with a flawless history, or did you ever encounter trouble so extreme that you risked losing the account?
Most great clients have had a “moment of truth” some time in the past. A point where you could either lose the account entirely, save it, or perhaps even turn them into raving fans.
Why do so many companies fail in these moments of truth, and how can you turn a difficult conversation into an opportunity to create a raving fan?
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