I’m sure you have heard this many times-the customer is always right. Is that true? Absolutely - if a customer purchases something from you and they are not happy with their purchase, the worst thing you can do is let them remain unhappy, and here’s why. Generally speaking, when people make a purchase and they’re pleased they will tell an average of ten people. Now that sounds great, doesn’t it? I can hear the referral bell going off in your brain right now! It reminds me of an old television commercial that featured the line “ and she told 2 friends, and she told 2 friends, and so on “ showing how referrals grow exponentially as they are passed on from one person to another. However let’s look at the opposite scenario-the one where your customer is not happy. So many times I have seen sellers take a hard line stance and refuse to deal graciously with the problem customer. They feel that the customer is out to get them and trying to take advantage of them. They think that the only to deal with that is to hold their ground and fight. We have already established that when someone is pleased with the product or service that have purchased, they will tell an average of ten people. How many people do you think they will tell if they’re unhappy? Ten? Fifteen? How about twenty? Not even close – when a person is upset about a product or service that they purchased, they will tell as many people as they possibly can for as long as they can, and this total can reach into the hundreds! So now ask yourself this question; Do I stand to lose more by being firm or by giving the customer whatever they need to feel satisfied? We both know the answer is obvious-if you want your business to grow and your reputation to be top notch, you need to do whatever you can to make sure your customers are pleased with you and your product or service every time.