If you've been in this business for any length of time, you know what I'm talking about. Those customers who nitpick about every little thing to do with your product. They're almost impossible to satisfy. Notice I said almost impossible. See, if you're willing to go the extra mile, you can turn a cranky customer into a life long one and get tons of referrals in the process. What you are about to read is a true story that just happened. It will demonstrate how customer service can make a big difference.

I recently sold a package to a customer for her to use for her business. She wasn't happy with two of the reports in the package. She complained about them not being well written. Okay, everybody is entitled to their opinion. You won't please everybody. But then she explained what she didn't like and when she did, I realized that what she was complaining about on the one was more about tone. So when she asked me for a refund, I made her a counter offer. I offered to redo the report, which I did. I also redid the other one as well and sent it to her. But I didn't stop there.

I sent her some bonus reports that I told her I wanted her to have. I told them that they would help her a lot and I wanted her to have them...no strings attached. I then asked her if she still wanted her refund. She wrote back to me to tell me what incredible customer service I had offered and then went to a major forum to post about this. That's right...she told the whole world about what I had done.

Do you think maybe I got myself a customer for life? Do you also think that the post that she made will also get me quite a few customers in the process? Did I have to put in some work to do this? Yes, I did. Was it worth it? Well, if you're just looking at this in terms of dollars and cents for the time I put in and what she paid for the product, maybe not...but the PR I'm going to get from this experience, not to mention a life time customer, can't be measured in dollars and cents.

Everybody has to run their business the way they want, but if you want my advice, if you have a cranky customer, bend over backwards to make the person happy.

Your business will thank you for it in the long run.

To YOUR Success,

Steven Wagenheim

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