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Part III: Running a Successful Small Bus... > Chapter 13: Keeping Your Customers L...

Chapter 13

Keeping Your Customers Loyal

In This Chapter

arrow Knowing how to satisfy customers so that they keep coming back to you

arrow Communicating with unhappy and difficult customers

A huge factor in your business’s long-term success is not only attracting but also satisfying and retaining customers. As a small-business owner, you may be on the front lines of dealing with your business’s customers. However, if you have employees, they’ll likely be dealing with customers, too. Therefore, the importance of providing excellent customer service must be clear to everyone in your organization who has any impact (direct or indirect) on customer satisfaction. This includes the receptionist, the accounts receivable clerk, the delivery truck driver, and many others.


  

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