Alan Weiss' The Uncomfortable Truth

SHOW NOTES: People want problems solved, even if you caused them! Learn how Katz's Deli and Mercedes Benz have turned problems into profits. Don't look for blame, look for opportunity. No one is as excited about an expected excellent experience as they are about a disappointing experience turned into an excellent experience. Customers tend to tell a huge number of people about their experiences, at their levels—peer-to-peer evangelism. This is why companies that make it their work to make themselves unreachable (welcome to government agencies) are so foolish. Perhaps, instead of saying, "The problem with you is...." you should be saying, "Let me help you do that even better."