We’d like to have our relationships with our customers fit together as smoothly as the pieces of a jigsaw puzzle just snap into place. But it’s easy to screw things up if we’re not careful. In the last two months I’ve had a chance to watch an air conditioner repair company make all of these mistakes. They showed me several ways this relationship can get really screwed up, take twice as long to get half as much done, and leave everyone really ticked off. Some people seem to have the sole purpose in life of serving as a bad example, (....)
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