On a 10 point scale, if you do everything right all the time – the highest level of customer satisfaction you will achieve is a 7 or 8. However, if you screw up, admit it, and make it right, you jump up to a 9 or 10.
Knowing this makes us welcome complaints and energizes problem solving.
Therefore, dropping the ball can be a fantastic opportunity.
Messing up and pretending that you didn't is one of the best ways to destroy a relationship.
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