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Clients that come across as ‘Detractors’

These customers have had a negative experience working with you.  Whether it's major or minor it doesn't matter; in their eyes it's usually enough to get them to move their business elsewhere.  But there's an opportunity here.

If you do manage to fix the problem for them you may be surprised by the result.  Such clients often feel so appreciated and thankful that they turn into enthusiastic promoters of your business.  Amazing but true.