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  YOUR TIP FOR MARCH 14, 2012  
 


Don't let a customer leave angry unless you absolutely have to.

WHY? According to Jeffrey Gitomer, 91 percent of customers who leave will never return, and 96 percent won't tell you the real reason they left. On the other hand, 80 percent will do business with you again if their problem is handled quickly and to their complete satisfaction. If the situation is really handled poorly and a customer leaves, "they'll tell stories about what happened for years."

HOW? Take EVERY customer problem seriously. And be proactive in addressing potential problems. Gitomer says it takes 12 positive customer experiences to make up for one bad one. "Men know this," he says. "It's why roses come in dozens."

SOURCE: Jeffrey Gitomer

Get more great sales advice from Jeffrey Gitomer, one of this year's "Monsters of Sales", at The SMART Jewelry Show. See Jim's keynote address "Monsters of Sales: 9 Secrets That Guarantee You'll Never Worry About Lousy Sales Again" on Monday, April 23, at 8:30 am.


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