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You are replaceable

It doesn’t matter if you have a fantastic product if your customer service is average or bad.

Why? Because someone else makes something almost as good.  Sooner or later, most customers will leave you for a company that treats them better (even if the price is a bit higher or the product is a bit worse).

I’ve had an eFax account for almost 10 years. It works great. But for the third year in a row, they raised the price — without telling me or even sending a receipt. I just noticed the bill on my credit card. It wasn’t an issue of price. It was an issue of trying to sneak something past me.

The first time was annoying, the second time I got angry. This time I walked.

Lesson:  People skills count more. 

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